This is the second in a four-part series that the CCC team is writing on New Year’s Resolutions for 2012…as it relates to the customer experience, of course. Read part one here.
New Year’s observation: If there’s anything longer than the line at the (bar) (buffet line) (dessert table) in December…it’s the line at the (gym) (health club) (Weight Watchers’ meeting) in January.
‘Tis the season to resolve.
If your quest for the new year is to drop a few holiday-induced L-B-S’s…the best advice I’ve ever heard is, “Write down everything you eat during the course of the day.” Turns out that simply training your brain to become hyper-aware of how many unnecessary calories we each consume every day is the “trigger” to kickstart a whole new mental process, that ultimately makes you eat less, and lose weight. (BTW, 45 minutes a day on the treadmill ain’t gonna kill ya either, pal!)
But if your resolution for 2012 is to create an even greater customer experience at your company, here’s a small piece of friendly advice that will similarly trigger a new mental process for you and your entire team. It’s a matter of eliminating one simple phrase from your everyday vocabulary. It’s not a phrase that sounds harmful at any level (in fact, when you use it, you probably think you’re doing something positive). But if you stop using it (although it’ll be hard at first), many amazing things will happen.
Stop saying, “the customer.”
I mean, we say that all the time. We ALL do. We all talk about how important it is to listen to the customer. To treat the customer with respect. To reduce the effort the customer has to put forth to resolve their issue.
But here’s where we need to re-wire our brains. ‘Cause there’s no such thing as THE customer. Read More »