Comments on: Customer Experience Program: “Where Do I Begin?” http://www.iccds.com/customer-experience-program-where-do-i-begin.html Enhancing the Customer Experience Tue, 13 Dec 2011 00:49:22 -0500 hourly 1 http://wordpress.org/?v=3.0.1 By: Elizabeth Sealey - Customer Experience Consultant http://www.iccds.com/customer-experience-program-where-do-i-begin.html/comment-page-1#comment-219 Elizabeth Sealey - Customer Experience Consultant Mon, 17 Aug 2009 20:36:10 +0000 http://www.iccds.com/?p=1220#comment-219 In my working life I've seen 1 examples of this done right and 1 example of this done wrong. The good company approached the training by first educating their employees on how their customers felt about the company at present, why they felt like this and how the company hoped to improve. The employees felt like they were involved in turning the company around from the start and felt that they had been trusted with something important, interesting and worthwhile. The bad example involved simply a list of rules that I would sum up as 'things we think will make the customer happy - do them (just don't ask questions)!'. Needless to say this was a disaster. In my working life I’ve seen 1 examples of this done right and 1 example of this done wrong.

The good company approached the training by first educating their employees on how their customers felt about the company at present, why they felt like this and how the company hoped to improve. The employees felt like they were involved in turning the company around from the start and felt that they had been trusted with something important, interesting and worthwhile.

The bad example involved simply a list of rules that I would sum up as ‘things we think will make the customer happy – do them (just don’t ask questions)!’. Needless to say this was a disaster.

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