Your Customer Experience is Your Business Card


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Business cards are like a corporate signature. Some have the flamboyance of John Hancock. Some are cute, like they were designed by someone’s interior decorator. Some have cool logos on the front or clever statements on the back. A few have unique shapes; most are colorful. All are a reflection of someone’s picture of how their organization wanted to project to the marketplace. Giving someone your business card is an invitation for a future connection.

Customer experience is a lot like a business card. It telegraphs what you want your customers to remember. Your service reflects the tone, color, values and charm you want your customers to recall when they think of you and your organization. It is your signature statement that says, “This is who I am; will you come back again?”

Today’s customers are only interested in getting value for their hard earned income. And, that value includes the experience you create for them at each touch point. A great experience starts with what you know for sure about how your customers define value. It then effectively blends that intelligence with the key components of your brand and service vision.

Consistently deliver a customer experience that makes you proud, brings acclaim to your organization, and is an invitation for your customers to tell others about their positive experience. If your service was a business card, would your customers want to keep it and return for a repeat experience?

Dr. Johnny D. Magwood
Northeast Utilities Service Company
V.P. Customer Experience & Chief Customer Officer; Northeast Utilities Service Company. J. D. Power Smart Grid Advisory Council; Chairman- Housing Authority Baltimore City; Next Generation Utilities Advisory Board; Utility Knowledge Customer Service Council; CS Advisory Council; Magistrate Judge Seletion Committee. Marketing Executive Council; Mechanical Engineer - The Johns Hopkins University; MBA - Loyola University of Maryland; DBA - University of Phoenix; Doctoral dissertation; Mergers and Acquisition: The Role of Corporate Executives' Relationships with Stakeholders


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