If, at first, you don’t succeed, innovate until you do.
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” So, I encourage you to remind yourself and your colleagues about this week’s QUI TAKEAWAY to deliver the World’s Best Customer Experience.
The “World’s Best” customer experience is not what “the World” sees, but what one customer personally FEELS.
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” So, I encourage you to remind yourself and your colleagues about this week’s QUI TAKEAWAY to deliver the World’s Best Customer Experience.
QUI TAKEAWAY: First, analyze the journey to ask, “What are the potential dissatisfiers and how can we remove them?” When you ask and take action, a negative customer experience can be transformed into a neutral one. Now you are happy because customers were satisfied with their purchase of your product or service.
But that’s not good enough. Satisfied customers feel that their experience was good, not better, just average. Nobody raves about average. Satisfied customers will not return once they find a better experience or a lower price.
So don’t serve to sell to customers. And don’t serve to satisfy customers. Don’t treat customers as they expect to be treated. And don’t treat customers as YOU expect to be treated. Instead, treat customers a little better than they expect. Serve to WOW them!
Thereafter, your customer service mantra is: If, at first, you don’t succeed, innovate until you do.
Future-proof the customer experience. In addition to asking your people, “What happened?” after they’ve engaged with your customers, ask your people or your agentic AI bots, “What if?” Exceeding current customer needs and anticipating future customer wants will maximize the ROI of CX. So, always ask, “What happened?” and “What if?” Always be innovative. Don’t always be just good. Instead, always be GREAT out there!
When you remember and follow this QUI TAKEAWAY, you will deliver the World’s Best customer experience.
This Week’s Rule of Three QUI TAKEAWAYS to Deliver the World’s Best Customer Experience. T.V.W.
The “World’s Best” customer experience is not what “the World” sees it to be, but rather is what one customer personally feels it to be. To them, it’s their “World’s Best.”
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” So, I encourage you to remind yourself and your colleagues about this week’s Rule of Three QUI TAKEAWAYS to deliver the World’s Best Customer Experience. Why only three? Because nobody can remember Number Four.
TECHNOLOGY
Not every customer experience can be improved with technology. Focus on the customer, not technology.
VENT
Listen and allow complaining customers to vent. Angry or frustrated customers generally will not listen to or accept your apology until they have an opportunity to voice their frustrations.
WORLD’S BEST
The “World’s Best” customer experience is not what “the World” sees, but what one customer personally FEELS. To them, it’s their “World’s Best.”
When you remember and follow the Rule of Three QUI TAKEAWAYS, you will deliver the World’s Best customer experience.
The “World’s Best” customer experience is not what “the World” sees it to be, but rather is what one customer personally feels it to be. To them, it’s their “World’s Best.”
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” So, I encourage you to remind yourself and your colleagues about this week’s Rule of Three QUI TAKEAWAYS to deliver the World’s Best Customer Experience. Why only three? Because nobody can remember Number Four.
QUI RULE a.k.a. THE PLATINUM RULE
The “World’s Best” customer experience is not what “the World” sees it to be, but rather is what one customer personally feels it to be. To them, it’s their “World’s Best.”
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” So, I encourage you to remind yourself and your colleagues about this week’s Rule of Three QUI QUOTES to deliver the World’s Best Customer Experience. Why only three? Because nobody can remember Number Four.
QUI RULE a.k.a. THE PLATINUM RULE
Don’t treat customers as YOU expect to be treated (The Golden Rule). And don’t treat customers as THEY expect to be treated. Instead, treat your customers better than they expect to be treated (QUI Rule a.k.a The Platinum Rule). Don’t be just good. Be GREAT out there!
RELATIONSHIP
Customers pay for their experience, not your product or service. And it’s THEIR experience, not yours. They buy with emotion and justify their decision with reason. Customers seek the best emotional value in their experience, not your logically reasonable best price, product, or service.
The best emotional value to your customers is your personalized interactions with them, not their “cash or credit” business transactions with you.
The customer’s relationship with you, not their purchase of your product, is the conduit where true customer experience value flows. To you, relationship capital is the only real currency of value to grow your business. So, when it comes to your customers and you and your business,
Think RELATIONSHIPS or Go Broke. Literally.
SMILE
Good customer service means putting a smile on your face. GREAT customer CARE means putting a smile on your customers’ faces. When it comes to customers and your service, don’t be just good. Be GREAT out there!
When you remember and follow the Rule of Three QUI TAKEAWAYS, you will deliver the World’s Best customer experience.
This Week’s Rule of Three QUI QUOTES to Deliver the World’s Best Customer Experience.
The “World’s Best” customer experience is not what “the World” sees it to be, but rather is what one customer personally feels it to be. To them, it’s their “World’s Best.”
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” So, I encourage you to remind yourself and your colleagues about this week’s Rule of Three QUI QUOTES to deliver the World’s Best Customer Experience. Why only three? Because nobody can remember Number Four.
KEEP FIND
Your business success does not depend on how many customers you find. It’s all about how many customers you keep. When it comes to customers and your service, strive to be more than just good. Be GREAT out there!
LOYALTY
Customer loyalty is not earned by giving customers points for making a purchase. It’s about delivering service so GREAT you don’t need to.
MAGNIFICENTLY BORING
Customer loyalty is not one BIG WOW to a customer. It’s one little wow delivered consistently to every customer. And when you consistently deliver a little wow, you transform an average, satisfactory customer experience into a positively WOW Experience.
So, be Magnificently Boring! Consistently deliver a low-cost, no-cost “a little better than the average experience that customers expect” product or service so tediously and repetitively that you feel it is boring, but to the customer, at that moment, you are Magnificent! Customers have an emotional connection with you. The more emotional the connections, the more memorable the experiences, and the more loyal the customers are. Your loyal customers will return again and again, spend more, and rave about you on social media. Consistency builds trust. Trust builds loyalty. Loyalty builds your business. Deliver consistency Magnificently!
When you remember and follow the Rule of Three QUI QUOTES, you will deliver the World’s Best customer experience.
The “World’s Best” customer experience is not what “the World” sees it to be, but rather is what one customer personally feels it to be. To them, it’s their “World’s Best.”
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” So, I encourage you to remind yourself and your colleagues about this week’s Rule of Three QUI QUOTES to deliver the World’s Best Customer Experience. Why only three? Because nobody can remember Number Four.
QUI QUOTE: Be GREAT out there!
Satisfied customers feel that their experience was good, not better, just average. Nobody raves about average. So don’t serve to satisfy customers. Don’t treat customers as they expect to be treated. And don’t treat customers as YOU expect to be treated. Instead, treat customers a little better than they expect. Serve to WOW them! Don’t be just good. Be GREAT out there!
QUI QUOTE: H2H
Customers don’t seek B2B or B2C businesses. They engage in businesses that are H2H. Human to Human. One to One. Heart to Heart. Customers don’t care much about your business. They only care how much you care about them. Your customers’ greatest emotional value comes from their personalized interactions with you, not from your “cash or credit” sales transactions. So, when it comes to your customers, you, and your business: Think RELATIONSHIPS or Go Broke. Literally.
QUI QUOTE: Innovation
Future-proof the customer experience. In addition to asking your people, “What happened?” after they’ve engaged with your customers, ask your agentic AI bots, “What if?” Exceeding current customer needs and anticipating future customer wants will maximize the ROI of CX. So, always ask, “What happened?” and “What if?” Always be innovative. Don’t always be just good. Instead, always be GREAT out there!
When you remember and follow the Rule of Three QUI QUOTES, you will deliver the World’s Best customer experience.
Thank you for reading this post. Thank you in advance if you’re a Contact Center leader who knows me, and clicking on this link ☝ and voting for me. And to all of you who have read my posts and articles, past or present, I appreciate you very much.
The “World’s Best” experience is not as “the World” sees it, but as one customer personally FEELS it.
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” So, I encourage you to remind yourself and your colleagues every day of
The Rule of Three QUI Principles to Deliver a GREAT Customer Experience.
As a customer service professional, you “think” like the customer. You rationalize the problem as you see it when you resolve any issue. But rather than think like the customer, be just one customer. Don’t just think like the customer, feel like that customer. If you think the product or service is over the top, but your customer feels that it’s ho-hum, then it’s ho-hum. If you feel that the problem is small, but your customer feels it’s A BIG DEAL, then it’s a BIG DEAL!
So, when interacting with customers, you must do more than just think like all of them. You must ”Be the Customer”. Yes, it would be easier for you, but that is not what customers want. Customers, each with their own unique feelings, want it to be easier for them.
QUI PRINCIPLE #1:Be the Customer.
Set aside your rational thinking to put yourself in the customer’s shoes. To earn customer loyalty, don’t get inside their heads. Get inside their hearts. Create an emotional connection. Don’t just think like the customer. Be the customer.Feel ike the customer.
QUI PRINCIPLE #2: Create Their Experience.
First, do everything you can to make sure there are no negative surprises. Eliminate any potential dissatisfiers. For example, remove forbidden phrases such as “I’ll be back in a second,” Can you hold for just a minute?” and “I’ll be right with you.” Such phrases only frustrate a customer when more than 60 seconds go by. Even “I’m new here,” or “I’m in training is a Forbidden Phrase. If your customers are going to pay their hard-earned money, do they want to be served by a rookie? When you say you’re in training, your service is a poor value for the experience you offer. Even more, they don’t care about your experience. All they care about is their experience.
Review all customer touchpoints to identify and neutralize any negative issues. Minimize wait times. Clean dirty restrooms. Create “no hassle” return or exchange policies. Then, as Larry Winget, the Pitbull of Personal Development, puts it, “Do what you said you would do when you said you would do it, the way you said you would do it.” That’s it. It’s that simple.
And when you take action, a negative customer experience has turned into a neutral one. But that’s not good enough. Satisfied customers feel their experience is good, not better, just average. Nobody raves about average. And satisfied customers will leave when they find an experience that is better or a price that is less expensive.
Don’t just serve to meet customer expectations. Serve to exceed their expectations. Serve to WOW them.
Don’t serve to satisfy customers. Don’t treat customers as they would expect to be treated. And don’t treat them as they want to be treated. Instead, treat them a little better than they want to be treated. Serve to WOW them. That said, remember this:
QUI PRINCIPLE #3. Be Magnificently Boring! and Be Magnificently Boring to CARE!
Customer loyalty is not ONE BIG WOW to a customer. It delivers little wows consistently to every customer. So, be Magnificently Boring!Consistently deliver a low-cost, no-cost “a little better than the average experience that customers expect” product or service so tediously repetitive that you feel it is boring, but to the customer, at that moment, you are Magnificent! For retailers, start opening 10 minutes earlier and closing 10 minutes later. For hotels, offer bottled water at arrival and departure. For auto service repair businesses, wash the car before returning the vehicle. For restaurants, personalize the menu with the customers’ names and special occasions, such as birthdays and anniversaries.
But being Magnificently Boring may not be good enough for some customers. Remember that customers pay for THEIR experience, not yours. They make purchases with emotion and justify their decisions with reason. They seek the best emotional value in their entire experience, not the minutiae of your logically reasonable best price, product, or service, virtual or physical locations, AI, live chat, or face-to-face customer support, or the many other small details of your experience. If other businesses have delivered Magnificently Boring products or services, technological advances, and AI interactions to their customers, you have to do better.
Customers don’t seek B2B or B2C businesses. They engage in businesses that are H2H. Human to Human. One to One. Heart to Heart. Customers don’t care how big your business is. They only care how much you care about them. So, CARE BIG! Serve to WOW them! Serve to CARE.
COMMUNICATE with every customer with a smile, eye contact, and polite interaction. Inform each customer transparently and interactively of the product’s or service’s function, liabilities, and advantages to them. Listen empathetically to understand the customer’s questions, concerns, and complaints.
ACKNOWLEDGE each customer’s presence and value to you and your business.
RESPOND promptly and empathetically to each customer’s questions, concerns, and complaints.
ENRICH the experiences and, ultimately, the lives of every customer.
Then, be Magnificently Boring to CARE!
Consistently CARE for your customers so repetitively that you feel it is boring, but to every customer, at that moment, you are Magnificent! And when you do, customers have an emotional connection. The more emotional the connections, the more memorable the experiences, and the more loyal the customers are. Loyal customers will return, again and again, raving about you to others.
QUI QUOTE: No customer ever calls or comes in, intent on paying good money, and loudly proclaims. “Here I am. Dissatisfy me now.” The discriminating customer, bluntly, doesn’t care how you feel or that you can’t serve whatever he needs or wants. The customer is paying for his experience. And the best value in his experience is what you or someone else, even your competitor, can do, not what you can’t.
QUI TAKEAWAY: To a complaining customer, you are not the representative of the company. You ARE the company. So own it. Be the CEO of the moment. Take it personally. Take it professionally. Take it responsibly. Just don’t take it home.
The customer is not always right. But know that the customer IS ALWAYS YOUR customer. So, do whatever it takes to make the customer FEEL right.
Listen and allow the customer to vent. Angry or frustrated customers generally won’t listen to or accept your apology until they have had an opportunity to voice their frustrations.
And listen to their complaints with the intention of taking action, not just explaining. To a customer, when something is wrong, your explanation is an excuse. Customers want action, not excuses.
Listen intently, respond empathetically, apologize, and do whatever it takes to resolve their problem, even if it means having to go with your customer to your competitor.
When all alternatives don’t work, DON’T fire the customer. Simply ask him to resign. “I’m sorry, but I’m not able to resolve your problems. Could I recommend Company X for your experience? I could contact them if you like.” Both the customer and your competitor are happy. The customer will remember you and might be loyal to you. The competitor is happy because you recommended them. They may refer you later if they are unable to resolve another customer’s complaint. A Mutual Admiration Society of sorts.
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” So, I encourage you to remind yourself and your colleagues every day about this:
QUI REMINDER: When a customer complains, listen intently, respond empathetically, and do whatever it takes to resolve their problem. When you do, your customer feels respected, appreciated, and valued. They are WOWED and happy, intent on returning repeatedly, spending more money, and raving to others on social media. And always remember, when you’re the CEO of the Moment, don’t be just good. Be GREAT out there!
The QUI Rule of the Top Three Reasons Why Customers Hate Your Customer Service. Why only three? Because nobody can remember Number Four.
Although there are several reasons why customers hate your customer service, here is the QUI Rule of the Top Three Reasons Why Customers Hate Your Customer Service.
Not living up to your promises. Employees always opening the store well after the posted time or closing even minutes before “closing time” is a broken promise. An item is not considered a menu or sales item unless you specify a limited quantity.
An attitude of indifference among your employees. One employee can kill your business, and you won’t even know it when it happens. It could be your new employee who can’t answer questions about your product or is ill-equipped to handle customer problems. It may be a long-term employee who carries on a personal conversation with another employee while not acknowledging a customer’s existence in front of them. It may even be you when you fail to promptly respond to an email or phone call from a loyal customer.
Not saying, “Thank you.” Odds are that your company does not have a monopoly on the product or service you sell. Not every customer has to do business with you. If you take their patronage for granted, you are simply saying you are okay with them shopping elsewhere.
Rather than serving poor or satisfactory customer service, earn customer loyalty to be Magnificently Boring to CARE.
COMMUNICATE with every customer with a smile, eye contact, and polite interaction. Inform each customer transparently and interactively about the product’s or service’s function, liabilities, and advantages to them.
ACKNOWLEDGE each customer’s presence and value to you and your business.
RESPOND promptly and empathetically to each customer’s questions, concerns, and complaints.
ENRICH the experiences and, ultimately, the lives of every customer.
Consistently CARE for your customers so repetitively that you feel it is boring, but to every customer, at that moment, you are Magnificent! Customers have an emotional connection with you. The more emotional the connections, the more memorable the experiences, and the more loyal the customers are. Loyal customers will return repeatedly, spend more money, and rave about you to others on social media. Consistency builds trust. Trust builds relationships. Relationships build loyalty. Loyalty builds your business. CARE Magnificently!
QUI Takeaway: Be Magnificently Boring to CARE! When you are Magnificently Boring to CARE, your customers are WOWED and happy, intent to return repeatedly, spend more money, and rave about you to others on social media.
Future-proof the customer experience. First, analyze the journey to ask your people, “What are the potential dissatisfiers and how can we remove them?” By taking action, you can turn a negative customer experience into a neutral one. But that’s not good enough. Satisfied customers feel their experience is good, not better, just average. Nobody raves about average. And satisfied customers will leave when they find an experience that is better or at a lower price.
So don’t serve to satisfy customers. Don’t treat customers as they would expect. Don’t treat them as they want to be treated. And don’t treat them as YOU want to be treated. Instead, treat them a little better than they want to be treated. Serve to WOW them.
Ask your customers the Rule of Three questions (Why only three? Because nobody can remember Number Four):
“What happened?”
“How did it make you feel?”
“What if?”
Remember, the customer is not always right. But you want the customer to feel they are always your customer.
Listen and allow the customer to vent. Angry or frustrated customers generally won’t listen to or accept your apology until they have had an opportunity to voice their frustrations.
And listen to their complaints with the intention of taking action, not just explaining. To a customer, when something is wrong, your explanation is an excuse. Customers want action, not excuses.
When you ask, listen intently, respond empathetically, and act promptly to take appropriate corrective action, your customers feel respected, appreciated, and valued. They are WOWED and happy, intent on returning repeatedly, spending more money, and raving to others on social media. Understanding customer needs and innovating to exceed future customer wants will maximize the ROI of CX.
So, always be asking, “What happened?” and “How did it make you feel? Lastly, always be asking, “What if?” Constantly be innovating to future-proof the customer experience.. Don’t be just good. Always be GREAT out there!
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"People need to be reminded more often than they need to be instructed."
Samuel Johnson
This blog, along with my Facebook, Instagram and Twitter pages, offer practical tips, insight and inspiration to serve as reminders on how to improve your personal delivery of customer service.
BILL QUISENG | Deliver the World's Best Customer Experience 