Comments on: What Customer Experiences Are Core To Your Business?

By: Joanna M. Pineda

Joanna M. Pineda — Thu, 22 Jan 2009 13:17:41 +0000

Susan and Lowell, you make great points about not all customers able and willing to participate in all customer experiences. I have read and reread your comments and will continue to ponder them. It seems to me now that the key is to figure out what combinations of experiences, and how often, bond a client to Matrix Group. Thank you for your thoughtful contributions!

By: Lowell

Lowell — Thu, 22 Jan 2009 13:09:46 +0000

As usual Joanna, I am stimulated, served and challenged this latest blog. You might add to your menu of offerings: frequent, stimulating blogging!
You obviously applied yourself to this inquiry of what it takes to attract and keep a client delighted and bonded to your company. As you build your menu of potentially critical client experiences, we know that no one can consume everything on the dinner menu. Nor can we afford to throw in everything for every client. I agree with Susan, “…you might not need to have every customer go through each of the experiences….”
From prospective customer through long-term client, regular questioning and listening to what is important to each can produce fantastic results. There is no point in providing a “benefit” that a particular client could not care less about. And especially in these challenging economic times we are attracted to and stick with the suppliers and partners who listen carefully and respond by coming through.

By: Joanna M. Pineda

Joanna M. Pineda — Thu, 22 Jan 2009 12:30:59 +0000

Susan, you make an excellent point about sales, billing and issue resolution! We hadn’t gotten to examining those customer experiences yet, but your are absolutely right. When we screw up and do a good job of fixing the problem in a timely manner, don’t bill for the fix, and communicate promptly, that does a lot to cement our relationship with a client! We are examining all areas of customer experiences — thank you for opening our eyes to another aspect of our business that is core!

By: Susan

Susan — Thu, 22 Jan 2009 03:00:22 +0000

What about other pieces of the customer experience? Sales, billing, issue resolution? I offer that you might not need to have every customer go through each of the experiences you mention, especially if they are not inclined to do so. Understanding the Matrix customer lifecycle, and making sure each interaction in that lifecycle exceeds customer expectations, might drive as many customers to the “excellent” level.