Customer Experience = Competitive Weapon

Video from Jeff Bezos about Amazon and Zappos

Here is Jeff Bezos - who knows a lot about customer experience - short list about everything he knows for you:

1. Obsess over customers
2. Invent
3. Think long term
4. It´s always day 1

Enjoy:

Change to gain knowledge of customer needs!

When you are creating better customer experiences the most important thing is knowledge of needs. That's how you can recognize your customers different kind of needs.

Easy way to find this very important knowledge of needs is to go in different kind of business seminars, training events or you can just study that by yourself in books, websites and even in business blogs like this one. You just have to be active if you want to find out the knowledge of business for you.

For students this kind of opportunity to gain business knowledge is summerjob or some kind of training time in world of business. You have to remember that the change is worth its weight in gold. I'm sure that every student can collect much more information in good summerjob than in one whole school year what comes in business. All my own experiences are just like this and I know that best way to learn comes with working.

Use every situaton wisely and learn everything what's possible!!

Why you should listen to your customer?

Today I show you why you should listen and always respect your customers.



I think there is no need to tell you more if you watched the video. You can Google United Airlines and see how one person can make your company look like a fool very easily.

You can read more about the topic from these sites:
The Perfect Customer Experience
BrandRepublic

What kind of atmosphere you want to create?

I had one comment to this post from my Facebook friend. She was pointing out one very important thing from my post. It was the question about what kind of atmosphere you want to create in a customer mind?

This is a critical question in every business. But in my opinion answer isn´t always the same. First you have to look around and see what others are doing in your business area. Try to think what would be the way to beat them in your customers mind and hearth.

You can even order from your competitors and see how they are really dealing with their customers. Think where you could do different and how it would appear to your customer.

Use some time to do this, and do it once in a wild also later on.

Remember that all decisions are made from the hearth (or feeling as you may prefer) not from the brain (or intelligence) as we usually think.

More about customer service!

In the last text I wrote about Mooches(customers). It's a terrible expression, because it's a terrible way to think of somebody who is coming in to give you money. It creates a negative attitde toward this person who wants to buy something from you.

There is many different reason why this customer is coming to you. Sometimes it might be price, brand, reputation or presentation of your store. Was the reason some of these or anything else, you should never underestimate the customer.

There are reasons why salesmen feel hostile toward prospects, and even toward customers. I understand those reasons and so do you. But I try very hard not think of a customer as the mooch. Because words in your head can become destructive.

If we really think what those "mooches" really are. They are human beigns. With same kind of need and feelings that you have. Most of the whom I sell are working hard for their money. That money they spend with me is money they won't spend to something else they want and need. I think you should respect that.

Step two: Start to make a handbook of your Moments of Truth

The first part was to recognize your Moments of Truth now we dig deeper in to those Moments.

Make a one A4 paper from all of your Moments of Truth. Write down a short description in every paper. There should be at least these things writen down:

• Name of the Momenth of Truth
• Write a short description
• Where it takes place?
• Who is a typical customer in this situation?
• If you meet in person, who typically is the person from your companys side?
• Who is the person who will take care that this Momenth of Truth will improve? Name it!
  
• If there is a problem in this Momenth of Truth who will deal with a customer and how?
• What kind of marketing material you use to create your brand in this Momenth of Truth?
• What is your goal in a three different levels:

1. What kind of atmosphere you want to create in a customer mind?
2. How will the customer remember this Momenth of Truth later and is there a way to make him to tell it and your company forward easily?
3. What is the reason why your customer is in this Momenth of Truth? How about the expectations, do you know them well?

When you have done this you know a lot more and you can start to go deeper on your customer mind and shoes.

How deep you can go?

New arrivals example young students like me want to go straight to the top in a world of business. It's not so simply! You have to be patient and think about the ways how you can be better for the customers.

We all have to think different kind of possibilities how we can develop ourselves and get much more bigger knowledge. Best way to improve your knowledge in business is to try everything.
Sometimes your business go so down that it hurts but it will increase your knowledge.

Just remember keep trying because that's only thing that matters. How deep you can go is how high you can rise in business life. That's how you grow all the time with business!!

Creating Customer Experiences with student's eyes!!

Creating customer experiences is wide concept. There's so many things that you can't just think the whole concept like it's piece of cake. With my own eyes and mind I can argue that this is "THE" issue what you should develop in your business and understanding it you will be better in business. Is the every day business development important to you?...it should be for every company and business student's.

As for the student's learning, the very important issue is that you are open for new ideas all the time. I have been working with Profiler now something like two and a half months and my understanding to create better experiences for customers is now significantly bigger than before I came here.

I hope from this blog that in following weeks I can compare my experiences with the readers and my two colleaques. So lets start talking about developing and creating customer experiences!!! Welcome all!!!

The Mooch Is a Human Being

First of all. A very big problem in today's business is that the vendor underestimate the customer. I must admit that the recession is somewhat helped people see the importance of the customer. The problem is still there. Often, all comes from the attitude of managers. Their behavior will be reflected to field workers. It's not the whole truth. A bad attitude can also be an individual seller or the sales department problem.

If a customer receives poor service. Then there is more than 50% possibility that the customer doesn't come into that store again. Present day competition is so fierce that the client has the upper hand. This thing is obvious for many people, nevertheless it's not visible to human behavior. This was only light on the sealing and I will address this issue further in subsequent writings. I hope I'm able to get your opinion about this issue. This way, you could influence subsequent writing topics.