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Tuesday, June 23, 2015

Interacting with Customers Is the Foundation of a Great Customer Experience

Written by  Duane Bailey

If you've ever been to a live show at Radio City Music Hall, a performance on Broadway or an improv performance at a local comedy club, you've undoubtedly seen the different ways performers use their stage presence to connect with their audiences.

Great performers are masters at making each and every audience member feel special and appreciated. They do this by reading their audience – watching, listening and taking their cues from the feedback they receive. Some acknowledge the audience members for coming out to see them, interact with them by asking questions or simply thanking them for their applause. Others work the stage, using movement and gestures to engage their audience. All of this is possible because the performers are spending time on stage before live audiences.

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Like great performers, brands that offer extraordinary customer experiences are masters at making each and every customer feel special and appreciated. I recently attended a customer experience forum in New York City where one of the recurring themes was the importance of talking with customers.

Focus groups and surveys are two common market research tools that are used to understand customer needs, preferences and motivations. However, they often fall short as predictors of customer behavior since participants and respondents do not always follow through on their stated intentions. As one presenter explained, the only way to really know what your customers are thinking is to spend time talking with them.

In short, spending time with your customers and talking with them is like performing before a live audience – not watching a scripted performance from behind a two-way mirror. Executives from the best brands are not afraid to engage customers (and their employees, for that matter) in an interactive setting and, as a result, will often uncover innovative ways to differentiate their brands with a superior customer experience.

 

For more insights on customer experience, please see:
Customer Experience: This Is What It's All About
How One Brand Is Growing Sales In a Weak Economy
• Apple's Genius Bar: Where the Extraordinary Happens

Duane Bailey

Duane Bailey

Duane Bailey is a regular contributor to The Chief Storyteller® online conversation. He has helped organizations of all sizes drive growth in revenues and market share through the development and delivery of key business messages that resonate with target audiences. He holds an MBA in International Business and a BS in Marketing. He brings 28 years of experience in marketing communications and high technology sales.

Website: www.TheChiefStoryteller.com E-mail: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

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