I’m doing some work on Customer Experience. I’m starting from the beginning. Researching and reading. Scribbling notes and ideas as I go. A notebook full, so far.
One of my Google searches took me to some research. About what it is that people say about those organisations that get their customer experience oh so right, again and again.
Here’s a selection:
They are easy to do business with.
They are helpful when I have a problem.
The attitude of their people.
They personalise it.
They do what they promise.
They are quick.
The technical knowledge of their people.
They are consistent.
They are reliable.
The way they treat me.
The way they make me feel.
A straight forward list. Simplistic even. No surprises here.
And then I thought to myself… that sounds like a list describing what a great HR experience would feel like too, to those employees and managers on the receiving end of it.
Sounds easy, doesn’t it?