09.2012 - Are Your Customers Hercule Poirot?

Whether you experience your customers as Hercule Poirot, Miss Marple, Monk or Columbo, you can rest assured they are searching for clues about whether your organization is going to treat them well.  No matter what story organizations tell their customers, most customers ferret out the truth about whether the organization is able and/or willing to deliver on its promise.  Both consciously and unconsciously consumer detectives tune in to clues that will form the narrative they tell others about your business -- how easy it is to do business with you, how much each of your employees is at the top of his or her game, and how much your employees, products and services are in the business of customer delight. 

Clues come in many shapes and sizes!  Here are a few categories to consider.

  • Function - does the product or service consistently do what it says it will do?

  • Emotion - does the experience customers have with your product, service and people consistently deliver a positive "can do" feeling?  Do you make your customers feel more confident, successful and empowered?

  • Ease - how easy is it for customers to get what they want from you?  Does it take a lot of time or are you locked on to the customer requirements so delivery is quick?

  • Consistency - are all your people, products and services always on message?

  • Environment - does everything your customer sees, hears, feels, touches and intuits line up with your promise?