Craft a Customer Experience that Leaves Customers Saying, “That was easy!”

That was easy

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. 

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myragolden

Myra Golden is an author, trainer and keynote speaker who has been helping companies for over twenty years to improve the customer experience through her customer service training workshops. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees. Myra has helped Verizon Business, McDonald’s, Coca-Cola, Michelin Tires, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the Top 10 Customer Service Bloggers by Huffington Post and she is the co-author of Beyond WOW!

2 thoughts on “Craft a Customer Experience that Leaves Customers Saying, “That was easy!”

  1. Myra, I love this post and immediately shared it with my team. People (too often) get lost in all the details of their jobs and forget about the customer, and why they are even working. You’ve summed it up right here, we provide customer service to make the lives of our customers as easy as possible – to be there for them when they have questions and leave them assured. I’ve called a meeting to discuss your article – it’s simple, but it’s funny how something that should be as “easy” as making life easy for the customer can be so very complicated. Let’s bring easy back 🙂

    1. Hi Mila! Thank you for taking the time to read my post and to share your reactions. Like you, I love the idea of bringing easy back!

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