A lot of people, in fact most people, talk about the importance of the golden rule.
The golden rule being, “Treat the customer as you want to be treated.”
I don’t think the golden rule was ever good advice.
Today, it is horrible advice!
Customers don’t care about your preferences, your desires or your expectations.
Customers care about getting served in a way that they want to be treated. Not how you think you would want to be treated.
The age of personalization is upon us.
A decade ago, mass customization and personalization didn’t permeate our businesses and our society like it does today. And, it is growing exponentially!
Your customers, just like our customers, and almost every customer, want their product, their experience, their interaction personalized!
The tremendous challenge in service and exceeding expectations is that they change moment to moment, day to day and interaction to interaction.
I know, just like the smartest organizations around the world know, that to keep the customers they have and to win new customers, they must look at every interaction as an opportunity to create delight.
Because expectations, wants, needs and desires change with each and every interaction and with each and every customer, it is critically important that every person in your organization ask, “Are we treating the customer the way they want to be treated?”
I believe with absolute certainty that the winners of the personalization economy are going to be those individuals, those teams and those companies that learn how to create authentic, personalized, fast, flexible and hassle free interactions every time, every day, no matter what!
I think the best way to apply these principles in every interaction is by asking yourself:
“Am I treating the other human being how they desire / crave / expect to be treated?”
If not, why not?
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Republished with author’s permission from original post.
