It Takes A Village To Keep a Customer

by Jeannie Walters

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There’s now a well-known African proverb that states: “It takes a village to raise a child.”

What about keeping a customer? Rarely is it up to one person or one situation.  Take a gander at some recent tweets about customers fed up with companies to which they are trying to be loyal.

 
“Dear CVS, Why does shopping in your store have to be such an aggravating experience????? Bad customer service is fixable and unnecessary.”

 
 
“had the worst customer service experience ever. Will never fly with @delta again. 25 for your first bag that you should be able to carry on”

 
“My experience with #Apple iTunes customer service for account breach nothing short of disastrous.”
 

Sometimes it’s the village that creates the memorable experience for the customer. For example, check this tweet out:

“American Express has the best customer service! I’ve yet to have a bad experience with them. They treat you like royalty. Ok back to my day!”

Think about all the touchpoints that went RIGHT to make this person praise a credit card company. It starts with the basics:

  • Signing up for the card
  • “Congratulations. You’re a member.”
  • Receiving statements that make sense and make it easy to pay.
  • Feeling good about paying!
  • Having a good connection with someone who is there to help you.

And so on and so on.

So think about your village. Because all it takes is one village idiot.

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Jeannie Walters

Jeannie Walters is the CEO/Founder of Experience Investigators, a global Customer Experience consulting firm. She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association (CXPA,) a Professional Member of the National Speakers Association, a Forbes Coaches Council Member, a C-Suite Network Advisor, a LinkedIn Learning and Lynda.com instructor, and a TEDx speaker. Learn more here.

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