Making it easy for your customers

A famous article in the Harvard Business Review (‘Stop Trying To Delight Your Customers’) once concluded:

‘Delighting customers doesn’t build loyalty; reducing their effort – the work they must do to get their problem solved – does.’

So how do you make it easier for your customers? ‘Do as you would be done by’ is often a good starting point (up to a point, anyway), so here’s a simple exercise.

Think back to the last time you were a customer yourself, when you bought something or had a problem resolved. Was it a simple experience or a frustrating one? Why? What would have made it better?

Now think about the last interaction you had with one of your own customers or clients. Was it a simple experience or a frustrating one? Why? What would have made it better?

Think about what you can learn from this. Think about what you’ll do next time.

Putting yourself in your customer’s shoes always helps!

This learning tip comes from our Great customer service programme. Check it out here. If you’d like to explore this topic or any other aspect of customer service training then please do give us a call on 01582 463464. We’re always here to help.