This morning I was going through a junk drawer in my kitchen and I came across the “Easy” button from the Staples advertising campaign, “That was easy.” I remember being in Staples nearly 10 years ago and my daughter kept pressing the Easy button at the register. She was quite amused with the simple button, relating it to the commercials she had seen. So I bought the Easy button for her. Not surprisingly, the novelty quickly wore off and the Easy button has probably been stashed in our junk drawer for years.
My first meeting of the day was with a client who is trying to create the best possible customer experience for her clients. As we talked, I thought about the “Easy” button that I had come across a couple hours earlier. I told my client that we need to step back and ask ourselves, what do we need to do differently, better, faster, smoother or more refreshingly, so that your customers hang up thinking, “that was easy!”
The idea of making the customer experience quick, painless and easy is one that I think most companies can benefit from immediately. Ask yourself (or better yet, get your team together and brainstorm with them), what do we need to do differently or better to have our customers walk away or hang-up thinking, “That was easy.” Brainstorm. Plan. Implement. Blow them away!
I also did a quick video on my iPhone about the “Easy Customer Experience”.
P.S. I decided to transfer my Easy button from my kitchen drawer to my armoire of presentation props. I envision taking the Easy button to a presentation, pressing it, and building a point for finding ways to make the customer experience truly easier.