In his recent article, Ian Golding poses an interesting question to companies: What do you expect from your customers? It’s a question many companies never think about because the focus is always on what they can do to meet their customers’ expectations. Though it’s a challenging question to answer definitively, Golding says that customers should have a clear understanding of things such as what your company can do for them, how your company’s product or service works and what you want their experience to be, and who to contact at your company with any inquiries.
These are just a few possible things companies can expect from their customers, but the heart of Golding’s article is that companies should let their customers know that they encourage open communication. Just as friendships, families, marriages, and all other kinds of relationships rely on communication, so too does the relationship between customer and company. The company must engage the customer and be welcoming to any input they have to offer, and customers need to be willing to provide feedback and honest dialogue in order to foster a healthy relationship. This two-way street helps both sides by giving companies helpful information about their products and services, which enables them to constantly improve their product or services to effectively meet their customers’ needs.
Companies have been trying hard to offer people the ultimate customer journey that leads to exceptional products and services. Unfortunately, they often don’t take the time to consider what they expect from their customers to succeed at this task. The relationship between a company and its customers is similar to personal relationships in that both sides need to contribute. When companies can encourage and welcome an open and honest dialogue with their customers, they’ll be able to better understand their needs and wants. This open communication will ultimately empower both customer and company.
This blog post is based on an article from IJ Golding. To read the original article, please click the link below:
Customer Experience: It Goes Both Ways…Or Does It?! – Ian Golding
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