Build the Next Customer Experience Wonder of the World


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Did you know sailfish are considered the fastest known fish in the world?

Until recently I didn’t, but did that didn’t change the fact that it was the fastest fish in the world and it was extremely successful at what it does.

Just like a relatively unknown fish can be the very best in the world, even when most people never know about it, you can be the very best at delivering your customer service experience and yet remain virtually unknown to most of the world.

You don’t need to be viral to be successful

The fast of the matter is that most of us will never become a Zappos or a Starbucks. But if you’re setting out to be the very best local coffee shop in Salt Lake City, or the best real estate agent in Boynton Beach, do you really need to be a world-wide phenomenon?

Persistence, teamwork, efficiency, effectiveness and individual responsibility have proven time and again to accomplish unfathomable tasks. (Great Pyramid of Giza, Hanging Gardens of Babylon, Temple of Artemis, Great Wall of China, etc.)

Building experiences that matter to customers, not media

I’d venture that when these wonders of the world were completed, most of the world never knew about it. But did that change the fact that they are phenomenal accomplishments?

Some times the immediate impact of our actions and accomplishments won’t be recognized by the world. But they will have an impact to those around us.

  • Persistence – “It’s hard to beat a person who never gives up.” – Babe Ruth
  • Teamwork – “Coming together is a beginning. Keeping together is progress. Working together is success.” – Henry Ford
  • Efficiency & Effectiveness – “Efficiency is doing things right. Effectiveness is doing the right things.” – Peter Drucker
  • Responsibility – “The price of greatness is responsibility.” – Winston Churchill

Each of us are building our version of the Great Pyramid of Giza. Our monumental tasks may not be picked up by Forbes or go viral and label us as the next Zappos.

But through efficient and effective teamwork we can still accomplish greatness. It’s our responsibility to be persistent in becoming the very best that our customers need us to be.

The key is to continue to help each other learn and grow we will accomplish our goals. Look after each other. Teach, learn and commend one another. Inspire continued improvement.

Every day is an opportunity to lay another brick to the foundation and follow the plan which will eventually lead to our experience masterpiece.

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


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