Repetition is Key to Consistent Customer Experience


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In order to establish a pattern of customer experience, people require frequent exposure to great experiences.

We repeat these patterns over and over again so that even when we don’t feel 100% engaged, they naturally take place when, where, and how they should.

Online advertising experts at Vantage Local suggest that it takes 5 – 8 repetitions for an individual to become truly aware of the impact of the message.

By repetition, good customer service actions become habits and eventually natural behavior. Behavior is how one acts in response to situations or circumstances.

Simplify the process of learning and acting out those positive customer actions. Make it clear for every one involved in the customer interaction the desired mechanics of the action and clearly determine the desired outcome. Encourage frequent repetition of actions and visualization of the desired results.

With proper effective training and consistent practice, delivering great customer experience can be part of our natural behavior when interacting in any customer interaction.

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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