Great List and so very true!
You can’t control customers’ feelings, or their personal circumstances, or how much attention they are going to pay to you. Their experience of your brand, or your product, or your service is down to how they feel. And you can’t control their feelings.
But you can make it better
You can control how you maximise the chances that the experience is positive.
Here are ten examples of what I mean, described, of course, from the customer’s perspective. If you make any of these better, your typical customer’s experience will improve.
- You’re quick. Waiting is a cost to me, the customer. It’s a cost that I don’t want to incur. Whatever I want, I want it now. The more you can get me what I want straightaway, the more I like it. (Delay also makes it more likely that things will go wrong, and I don’t like that).
- You are easy…
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