Making customers jump through hoops to get problems resolved ruins the customer experience
So I bought a pair of Christian Louboutin shoes – the red bottom stilettos. I put them on and oh, did they look good! My calf muscles just popped in these shoes. Without even realizing it, I walked with a little “switch” in my hips. I could totally see myself taking the keynote stage in these shoes with the lipstick-red sole, wearing one of my little black dresses.
As I “test-walked” in my new shoes, I realized they hurt my feet! My stride was pained. I was cute but nowhere close to comfortable. There’s no way I could deliver a keynote in these shoes! I can have sexy red-soled shoes, yes. But what good are sexy shoes if I’m in pain?
Here’s what my red bottom stilettos, now on a UPS truck back to New York, have to do with your customer experience: What good is it to have delightful employees, if customers have to work too hard to get help?
Friendly and delightful employees are great, yes. But what your customers really want is a smooth, easy experience. Here are 3 ways to give your customers what they really want: help.