According to the Customers 2020 Report, the customer experience will overtake price and product as the key brand differentiator by the year 2020. No matter what you sell, your customers will be making purchasing decisions based on the strength of their end-to-end journey with your company. Naturally, most companies are focused on revamping customer service processes and empowering employees to fix problems quickly. This is a sound strategy—data from Live Person found that 82% of consumers cite having their issues resolved quickly as the top factor contributing to a great customer service experience.
But what if you could prevent the problem from occurring in the first place? That’s just what Curioos, a marketplace where curated artists from 80 countries sell their original work to a global audience, is attempting to do.
The company’s augmented reality app enables shoppers to preview the art that they are thinking about buying on their very own walls. Customers can change the size, choose from a variety of frames, and obtain a view from different distances and room perspectives. Curioos has all but eliminated an issue that leads to returns and exchanges before the purchase even takes place.
Take a look at your most common customer complaints. How did the problem start? What was the first thing that went wrong? Can you fix the problem before the purchase?
Quote of the Week: “Intellectuals solve problems, geniuses prevent them.” — Albert Einstein
Jack knew “The Fine Art of Service”. He lived and breathed it. He provided it for over 30 years as a typographical consultant to art directors, designers, and production managers. When he founded Today’s Graphics Inc. in 1977, Jack was obsessed with instilling this philosophy in every employee.
Jack is no longer with us, but his spirit and philosophy live on at TGI. We will continue to adapt new processes and add new services as technology advances. We will recruit new employees who add value to our company and we will continue to improve our production methods. But, we will never lose sight of Jack’s original vision of TGI – To be masters of “The Fine Art of Service.”
Dysfunctional organizations don’t just materialize. According to American Entrepreneur and Marketer Seth Godin, they develop as a result of many compromises made over time.
A new hire doesn’t seem to be catching on, but the time it will take to replace her trumps the need for initiative and productivity.
A skilled tradesman refuses to train a co-worker because he’s afraid he’ll become less indispensable to his company. The need to maintain current production levels trumps the need for cooperation, teamwork, and increased production capacity.
A sales rep refuses to learn the new CRM platform and says she’s too busy to enter information into the system. The need for an immediate sale trumps the need for account development and consistent revenue growth.
And finally, a tired owner spends 18 hours a day putting out fires, leaving no time for strategic planning. The need to cross items off a list trumps the company’s long-term sustainability.
Organizations of all sizes and types make decisions daily that prevent them from growing into the businesses they were meant to be. The reasons are plentiful—no time to think, too hard to fix, too many urgent needs to attend to. These compromises pave the path to mediocrity. If you want to be the best, don’t compromise! Choose team players, quick learners, time managers, strategic thinkers, and the future over the present.
Quote of the Week: “Be careful not to compromise what you want most for what you want now.” – Zig Ziglar