Customer Experience Over Industry Norms

“‘To a Louse’, in which he wrote, ‘O would some power the giftie gie us, to see oursels as others see us’. Simply stated this does of course mean, ‘If only we had the power to see ourselves in the same way that others see us.’ Of all the mantras one might adopt in life, this is surely one of the better ones and for anyone in a leadership role it should be an essential part of the checks and balances that are built into a company’s standard operating procedures. I suppose the corporate version of Burns’ famous line would read something like, ‘Always try to look at what we are doing from the customer’s perspective.’”

“I have always found it to be one of the more intriguing idiosyncrasies of the human condition that a problem that is handled quickly and effectively will almost always serve to generate more long-term customer loyalty than when the original service was delivered satisfactorily.”