What do Democracy and Customer Experience have in common?
The free market has some pros and cons. Most of the time they collide; it is the case for the existence of competitors.
Your business can reduce margin to increase profit, sure. But that has a limit. When the price is already at the break-even what makes a difference is the Customer Experience.
How do you achieve that? Or better, how do you achieve that without budget?
By creating a customer-centric company culture. Every single person in the company with the same mission: making the customer’s life a little bit better. Every single person in contact with your customers is going to be kind, really helpful and motivated to solve your problems and make your life easier. There’s a nice story about Zappos’ CEO calling in secret its customer service line at 1am expressing the wish to eat a Pizza but not knowing where to get it at that time. The legend says the customer care agent actually sorted it out for him, without knowing it was the CEO. I hope this guy got a promotion 🙂
I do not see anything wrong in this. We are people who also happen to be customers.
I want to have an easier life and I don’t enjoy sharing my vital space with too many people, this is why I shop online. Also, most of the times I know what I want, so I just go online, filter, and sort it out.
If A and B offer the same products at the same price but A gives me a smooth, easy and tailor made customer experience why should I choose B?
This is it. E-commerce is democratic. Those who offer the best Customer Experience will win. Those who don’t treat people the way they should be treated, will loose. People have the power!
The product-centricity era is about to come to an end.
Say hello to the Era of the Customer.