A Customer’s Experience Is What Determines Their Satisfaction

The old days of vendor complacency based on relationships are over. Today customers put more value on their Experiences, not only from the things they buy but those they engage in buying them. In a fast moving digital world, our customers can determine what they want, or believe they need long before they engage with those who deliver it. Organizations must learn how to monetize their Customers’ Experience, and then put the structure in place to exceed in providing a better experience than that of their competitor who relies on relationship selling. Too many organizations focus on the things they deliver and their perception of the derived benefits along with their long status quo relationships. Successful companies make the deliverable about the Experience. Think of this. When a potential customer is deciding on one vendor over another, the process becomes commodity driven. However, when prospects are introduced to satisfying experiences they then shop for the better experience. Exceptional Experiences are never a commodity, and Exceptional Experiences always challenge the arrogance of those banking only on their relationships.

Some organizations are confusing the importance of balancing the scales between their “Internal Customers Experience” and “External Customers Experience” this out of balance is weighing heavy against customer service, and customer experience. I recently read a comment on LinkedIn where the commenter suggested that customer experiences where over rated and organizations should focus more on employee experience. Well, most logical business professionals would immediately realize if unbalanced how stupid that thinking is. Without the customer, it matters nothing on how well everyone on the team gets along, or how happy they are in their unchallenging existence. These organizations who put their employee experience ahead of their customer’s experience will be defeated. Their defeat will come from the competitors who understand a business exists for its External Customers; they understand rewards for internal customers are paid by the External Customers, and they understand the reward amount is determined by the Experience their External Customers receive. In 2017 your customer relationships will not win over your customers’ desired experience.  

So next time you evaluate your vendors, ask yourself these questions. Whose “Experience Satisfaction” is more valuable to you? Is it yours or the vendor you hired? Do you care more about the perks your vendor gives its employees or the service and support they give you? Does the vendor tell you how great they are, or do you tell them? Does the vendor ever help grow your business even if they may sacrifice from that growth? Does the self-proclaimed great vendor charge more based on the words of their greatness, or the actions from their greatness?

Keep in mind you may not be asking these questions of your vendors, but I wouldn’t bet on your customers not asking these questions of you.

Today I believe the vendor who hollers the loudest about their Great Relationships should be the vendor its customer’s audit first. Today customers are looking for solutions to problems or are presented products or services that capture their imagination. Today customers want to benefit from an Experience, today’s customer will determine their relationship to be second to their experience. Organizations who sacrifice customer experience based on their defined relationship will soon perish. Customers do not search for companies who put their internal customers over their external customers. Customers do respect the balance of happiness between both internal and external customers, well as long as the scale tips just a little more toward them.

“A business is rewarded by its customers, the size of the reward is determined by the experience they receive.”  

~R.J. Stasieczko        

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Ray Stasieczkohttps://www.linkedin.com/in/raystasieczko/
THROUGH my creativity and passion for innovation, I help organizations navigate through needed changes. Over the past thirty years, I have had successes and faced challenges. The challenges organizations face today, I not only recognize them, I’ve experienced and navigated them firsthand. Delivering services to all marketplaces continues transforming. Competition is coming from places no one would have imagined. My innovative thinking benefits organizations who recognize change is needed, and more importantly, recognize the value of creativity fueled by experiences. The future of the business to business or business to consumers marketplace will require unique collaboration. I understand the importance of collaboration and have the imagination to bring uniqueness in delivering it. I believe successful innovation and transformation only happens “When an organizations focus is on bringing the future to the present, instead of bringing the past to the future.”
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Chris Pehura

Great article. For successful companies there is a tight coupling between customer experience and corporate culture. To get one, we need the other.

Larry Tyler

Great advice Jay, When it is all said and done it is truly all about people interacting with people. It is about people building and creating something together. In the end customer services is about people connecting to people. Happy associates make happy customers. Everyone prospers. In this current Retail Apocalypse environment the human connection makes the difference.

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