I don’t want world-class customer service.
I’m not looking for amazing.
Honestly. It’s a bit of a weird obsession, I find.
It reminds me of Uncle Rico’s character from Napolean Dynamite.
“Back in ’82, I used to be able to throw a pigskin a quarter mile”, he brags.
That’s great, Uncle. But what about today?
What’s happening on a random Wednesday in February?
For me, this is where customer experience sits.
It’s not about when are you at your exceptional best – that one time back in ’82.
It’s about what’s the everyday experience with your customers.
Service is about doing what you said you’d do.
That’s what I’ve paid for. That’s what I expect.
If you want to do that and then add bells and whistles and “wow moments” afterwards, fill your boots.
But do the first bit first.
The same is true for employee experience.
It’s not about that incentive to Cape Town that one time, or the huge award we’ve won, or the time we got ice cream jugglers in the contact centre because the aircon wasn’t working.
It’s about what’s the everyday experience with your people.
This is also where your culture is nurtured.
In those everyday experiences on a random Wednesday in February.
Not from some one-off highlight back in ’82.
