What’s Your Customer Experience Manifesto?


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Providing a great customer experience for our customers makes them proud to be associated with us and is part of our legacy of customer service.

Customer Service Building BlockCustomer experience is a condition, not an achievement. The process of creating great customer experiences is a journey.

No individual, no team, and no organization gets there in just one day. And the beauty of customer experience is that once you deliver it, it doesn’t stick; it’s not permanent. You have to continually work on it.

David Cole, a designer at Intuit, recently shared his team project where he created a poster identifying the customer experience principles that his team and organization stand for. The standard by which you determine how you will act when it comes to your customers is part of your customer experience legacy.

What do you stand for when it comes to developing your customer experience standard? Where will you draw the line in the sand to show the world the importance that customers have and your willingness to stand for doing what’s right for your customers?

Exceptional customer experiences require recognizing customer needs, discovering new insights into how problems can be solved, and applying great minds to come up with solutions that make the life of the customer better.

The Customer Experience Standard

As we create our customer experience, we’re upfront in everything we do. Clarity and transparency are the cornerstones of building-and keeping-our customers’ trust. We always let customers know what to expect, we deliver on our promises, and we don’t introduce unwelcome surprises.

We’re accountable for the customer getting it right. Delivering on our promise of a maximum refund means we get customers exactly what they expect and what they deserve. If something goes wrong, we work until we make it right.

We believe every customer deserves to feel valued and understood. We never forget the importance of our customers’ time, their opinions, and their unique needs. We always put ourselves in their shoes. Every customer experience says, “We know you, we get you, and we understand why you’re here.”

Every interaction is a customer experience moment

We treat every customer experience and an opportunity to delight. Even the smallest interaction customers have with our people, products, or services should be a great experience. We look for ways to make what they’re looking for simple, easy, and so straightforward so that they can’t wait to come back.

We challenge ourselves to be great today, with an eye toward being even better tomorrow. Delivering a great experience today doesn’t guarantee success tomorrow. That’s why we’re always trying new things, challenging the status quo, and exploring what’s next for our customers and how we can help them in accomplishing what they set out to do.

Great customer experiences happen because we love what we do

We’re enthusiastic about our work, it should show in how we act each day. Customers know a great experience when they have one. Customers know when we care about them. That’s why we always make sure quality comes first in our work, because in the end, it’s not for us, but for those who keep us in business-our customers.

Providing a great customer experience for our customers is part of our legacy of customer service. We go out of our way to provide an experience for our customers that makes them proud to be associated with us and that we’re proud to call the legacy of our service.

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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