Richard Gans KISS’ed Me


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Now that I got your attention, I thought I would highlight an incredibly simple, yet very effective customer experience gesture sent to me by Forrester’s Customer Experience Community Richard Gans (@Richard_Gans).

Richard KISS’ed me in that he demonstrated that the KISS (Keep It Simple Stupid) principle should guide a customer experience practitioner’s strategic and tactical plans.

Below is a picture of a simple, personal, hand-written card (not just signed) from Richard thanking me for my past participation in the Forrester Community and offering me a “cup of coffee.”

The effect – maximum. The cost – minimum!

Simple Example of Customer Experience Tactic

Inexpensive and incredibly effective, hand-written thank you note.

Yes, great customer experience is improved by complex initiatives such as CRM systems, employee engagement programs, or a killer help desk interface, but massive amounts of traction can be gained by reviewing your current structure, processes and technology and making simple tweaks.

For example, are your phone system recordings sending the right messages to your customers? Do your employee’s email signatures carry a brand message and helpful hyperlinks? Do you reward your employees with a thank you and a simple gift (coffee card, sweatshirt) when they go the extra mile?

During your next customer experience planning session, be sure to KISS your team. It may be the most productive session you ever have!

And, BTW, here’s an example of when you try to fake it, how false and detrimental it can be >>>

Republished with author's permission from original post.

Raelin Musuraca
Customer Experience Strategist, Musuraca LLC
Raelin Musuraca is versatile and energetic customer experience strategist with twenty years practicing marketing, digital strategy, and user experience. She has led multidisciplinary teams in the development of award-winning marketing and customer engagement programs.


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