Rather than repeat what Seth said in “Winning on the Uphills” post, I just wanted to share this with you and add my 2 cents.  The key in this to me is hat we all have the “moments of truth” many call them where things are in a shambles and look like there is no light at the end of the tunnel (except the oncoming train) and we don’t know what to do.  The key here is to “rally the resources” and demonstrate what you are really made of – delivering a great customer experience.

It reminds me of my days back at IBM when something would go wrong with a system or an installation (I was in sales and sold their big iron to big companies).  They didn’t sit around and blame or point fingers or try to convince the customer it was their problem, NO, they put “people in planes” and flew them in to solve the problem.  The customers LOVED it and we earned more LOYALTY that day than all the other days where we just kept them happy.

Morale of the story – use the worst of times and the crisis to demonstrate what it is your customer wants – focus on their issue and resolving it in the heat of battle.  And you don’t have to do this very many times – only once in a while and you earn a lot of Loyalty Points in their eyes.  So “man up” and show them what you’ve got…

Customers are EXACTLY THE SAME!  How many times have you woken up and found out a customer has “defected” and left for the competition.  You rally the troops, do an analysis of what happened and why and then go back to the way you were doing business with the rest of the customers until it happens again, and again, and again.  Why not stop this in its tracks.

I was talking to a prospective client the other day after he was lamenting about how hard it was in these difficult times to keep a customer.  My question to him was, “what are you doing today that was any different from a year ago?”  His answer, we do the same things today we did then and now they are leaving because of price and other issues (so they say).  I said, EXACTLY.  Changing the game, getting closer to your customer, understanding their needs on a “real-time basis” is critical to staying in front of the competition.

I encouraged him to have us do some interviews of his customers and let their “voice” be heard.  Half the battle is won when you reach out and just tell your customer you are interested in their opinions as you make changes or modifications or enhancements.  Who out there doesn’t want to be part of something new and exciting and improved – no one!  So don’t just assume that your customers are happy, put together some great questions, go ask and then report back what you learned.  You will be amazed what you will learn and your customers will start to understand that you really do care about them in ways other then them spending more money with you.  GIve it a shot – what do you have to lose – another customer???

Blaine

In the customer world, it is, and should be, what can you do to help make your customers life easier, better, more efficient, more productive, more profitable, etc.  This is the way it should be – helping your customer be better at what they do by using your products or services.  If you stay focused on this, you will win out above your competitors that don’t play by this same rule.

However, if you are engaged in Social Media at all, you realize it is about “what am I doing right now”, or “what is on your mind” or “saying something about yourself” type of questions and comments.  Thus the dichotomy.  We are in the “ME” generation which makes it all about me.  But that doesn’t translate well at all to the customers world very well.

I believe you can in fact make the translation.  I believe you can take a world that focuses on you and focus it on your customers.  I will talk more about this in my next several posts.  The Social Media Revolution is upon us (visit my Social Media Blog to learn more) and I believe those that can make this connection between the customer (all about me) world and the individual (all about me) will be the magic that sets companies and organizations apart from each other.  Stay tuned…

Blaine

Blaine Millet

Customer Experiences Inc.

twitter: @BlaineMillet