Customer Experience Starts by Ignoring Your Customer

This is a guest post by Dr. Tracy Maylett, Ed.D.. Dr. Maylett is the Chief Executive Officer of DecisionWise, an HR management and consulting firm specializing in employee engagement. He offers an intriguing viewpoint on providing great customer experience.

Want a Great Customer Experience?

Is your organization’s success dependent upon creating an extraordinary Customer Experience? Then start by ignoring your customer. No, really.

 

“If you want a successful customer experience, start by ignoring your customer.” -Tracy Maylett

 

Throwing resources at your customer experience does not guarantee a transformative one. You can redesign stores, roll out cool new products, and engage customers on social media. You can implement every form of customer satisfaction measurement known to man. There’s nothing wrong with those steps. But without employees who care, a beautiful store is just a pretty shell. A sparkly new product is just another new release with a limited lifespan—if it even makes it out of the production room.

Without people engaged in their work, where are those cool innovations coming from? Where are the people who care about the superlative customer experience? Don’t get me started on the dangers of having jaded staffers interacting with customers on social media.

 

“Throwing resources at your customer experience does not guarantee a transformative one.” -Tracy Maylett

 

It All Begins with Your Employees

Creating a strong customer experience is like gardening: hoping and measuring won’t give you the results you want. Gardening requires tending to the components that create the desired outcome: using soil amendments, watering, and weeding. The gardener can’t do much more than that. But, assuming it’s done well, the odds of a solid harvest are high.

Growing a successful organization works in the same way. Success comes through quality products, stellar customer support, prudent financial decisions, great leadership, and employees who personally care about delivering an extraordinary customer experience. When an organization can create a top-notch Employee Experience, the likelihood of delivering a superior customer experience increases exponentially.

The opposite is also true: When employee experience is poor, the customer experience will reflect it. We call this the “Law of Congruent Experience.”

 

“When employee experience is poor, the customer experience will reflect it.” -Tracy Maylett

 

THE LAW OF CONGRUENT EXPERIENCE:

Employees will deliver a Customer Experience that matches their own experience in the organization.