Finish the Customer Experience You’ve Started


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If there is one principle that should be added to the vocabulary of every service experience practitioner is should be: “Finish the experience you’ve started.”

The work of finishing what you’ve started seems overly simplistic, yet is often one of the most disregarded principle of service experience. One of the most common mistakes that organizations make today is that of leaving their service work and their customer experience undone.

Take just a moment and think about it. If you were to describe your customer experience or customer journey today, can you say that it’s truly complete? Can you say with total confidence that what your customers experience from you today happens exactly as you’ve designed it? Do all of your customer touchpoints interconnect to deliver that consistent experience across all of your service channels as you know it should?

Chances are that there are gaps in the experience, there are faulty components to the process, and there are service agents that aren’t yet fully performing as the experience expects.

Finish The Experience Work You’ve Started

Changes are a natural part of the evolution of experience. Welcome change. Embrace it. Look for positive changes that can be made each day, but always be working to finish your experience.

Today your service experience may be good, but not great. Your service experience may be okay, but not bad. Your service experience may be bad, but not terrible. And for a few of us it may just be terrible. Regardless, you’ve started the work of experience and if you want to get the most from it, you have to finish it.

Service leaders should and must take responsibility for the overall service experience. The most responsible take it upon themselves to see that the work that has been started is finished. Your customers have invested their time, trust, and money in the promise of what you would deliver. See that they aren’t disappointed and finish what you’ve started.

Regardless of where you are today or how long you’ve been at this, it’s up to you to see it through. You’ve started the work or taken up the unfinished work that others have started and now it’s up to you to see it completed. Do it.

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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