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You’re going to lose customers if you don’t improve your customer experience. One of my vendors just lost me…
Here’s my story…
I was a customer of a certain vendor for many years. I originally came to them because the company I was using before started to go down in their customer experience. At first the original company was great! I was with them for years. I bought products from them and recommended them to others. Then they made “changes”.
Things started to go downhill from my experience. I tried complaining, but… that didn’t help. So I left. I have a right to do that you know.
It’s not that “The Customer is always right” it’s “The Customer always HAS THE right to go someplace else!” So I did.
Social media was a big help.
I did my due diligence and researched companies. Social media was a big help. If I saw reasonable and consistent complaints I move on to the next.
Run away!
I was just interviewing Shep Hyken and he asked me “Did I see responses to people’s bad reviews from companies I as looking into?” I said I didn’t. He said that’s a big sign right there and to “run away”.
The story repeated itself.
So after spending a lot of time researching, I found my new home… and the story repeated itself… Their excuse was they are “growing”. I was supposed to be happy for them? They were making my business suffer! I didn’t pay them to share in their “growing pains” I hired them to deliver what I ordered. They made their problems mine. A BIG NO NO! So I moved on.
I’m trying a new company now… the story is starting like the others, so the jury is still out.
DON’T LET THIS HAPPEN TO YOU!
I like to say, “The definition of being in business is having a customer. No customers, no business.” Don’t make your problems your customers problems. It’s great you are growing, but you need to be able to handle the growth so you don’t start moving backwards. Don’t let this happen to you. The solution is simple. Find those that have a track record of success and have them tell you how to do it right!
This is why I’m producing the CX Success Summit.

Abraham VenismachCX Success Summit Producer
You might claim you have “Superior Customer Experience” but do your clients think so?
REALITY CHECK…
Quoting from an article in Harvard Business Review:
“…Bain & Company’s recent survey of the customers of 362 companies. Only 8% of them described their experience as “superior,” yet 80% of the companies surveyed believe that the experience they have been providing is indeed superior.” (full article from HBR here)
So I asked the experts… “Why is that?”
Here’s what they have to say: (Notice the common thread.)

Annette FranzEmployee & Customer Experience Optimization | Journey Mapping | CXPA Board Member | Author | Speaker

Skep HykenCustomer Service and Experience Expert, Keynote Speaker and Bestselling Author

Errol AllenCustomer Service Focused Operations Expert, Consultant, Speaker & Author

John DiJuliusAn international consultant & best selling author of two books he works with companies like The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Nestle, Marriott Hotel, PwC, Cheesecake Factory, Progressive Insurance, Harley Davidson, State Farm, Chick-fil-A & many more.

Gerry Brown Saving the World from Bad Customer Service – Customer Experience Specialist, Speaker on Customer Inspired Thinking

Dr. Moshe DavidowService2Profit-Improving Your Business Performance | Customer Centricity, Service Quality+Internal, Complaint Handling Adjunct Lecturer at Technion – Israel Institute of Technology Editor at Journal of Creating Value Lecturer in Marketing and Services

Pat PorrasTrainer & Speaker: I train and educate participants thru engaging & highly interactive workshops – Specializing in Strategic Sales & Service.

Shaun BeldingCEO The Belding Group, Best-Selling Author, Customer service expert, Acclaimed customer service keynote speaker, LinkedIn group owner “Customer Service Champions” 100K+ Members, Co-Host of the CX Success Summit

Adam ToporekCustomer Service Expert, Keynote Speaker, and Master Trainer | Rock your socks off presentations that are engaging, dynamic, and immediately actionable!

Paolo Fabrizio ✔ Social Customer Service I Author I Trainer I Speaker [ITA ENG SPA]