Handle Customers with Care – Is it on your Credo Card?


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All around the globe, companies are challenged by changing behavior in customers, who are choosing sensible and sensitive approach in making a decision for a purchase. Today, customers are considering products, services and functional features as basic offerings which would not surprise them. In fact, if you rely on those basic offerings, they have enough number of choices to ignore you comfortably.

During any phase in the life cycle, be it, discovering, exploring, buying, using or receiving support – customers are expecting companies to fulfill their needs, address their requirements and last but not the least, provide them more convenience. Altogether, customers are wanting an experience that can dazzle their senses, touch their hearts, and stimulate their minds.

Customer Experience is highly influenced by the level of care customers receive and empathy your employees display. Usually, these intangible experiences go in tandem with the functional experiences delivered by you with your products or services. Sometimes, the emotional quotient in an experience dominates the functional one. This is when Customers develop opinions (good/ bad) on your ‘Brand’ (Not that particular product/ service alone).

Therefore, customers should be treated like kids; They should be pampered with your kind words, given information in an understandable way, helped in exploring products/ services which meet their needs and desires.

Customers should not be considered as a replaceable commodity or a transaction on the paper, they should be treated with a lot of care at every stage of interaction. They expect companies to show empathy on them and treat them not just as ordinary ‘customers’ but as ‘privileged customers’.

Is it on your Credo Card?

Dharanidhar Malladi
The Experience Economist
Dharanidhar Malladi is an enthusiastic management consultant and a passionate researcher in the areas of creating delightful customer experiences and executing profitable customer strategies. Prior to establishing The Experience Economist, Dharanidhar has been associated with a couple of Management Consulting firms including one of the Big Four. Alongside his profession as a consultant, he started to research on Customer Experience, interviewed global business leaders and world-class consultants to understand their perspectives and best practices in delivering delightful customer experience.


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