Recently I had a great customer experience when someone who said they would call me back that afternoon actually did. Why did that surprise me? Because it is so rare.
This week’s blog pick discusses Amazon and their focus on the customer experience. I feel that many of the points apply to the procurement profession as well.
- Make it simple: How easy are your customers finding it to work with you? Can they quickly and easily navigate your processes? Or is it a nightmare of “press 1 for this" and "press 2 for that” never getting to where they need to be?
- Share the experience: Do you share information across customers and help them network in their field? I have found customers are very thankful if you can share what others have learned. Work smarter right??
- Offer what customers want: We sometimes get so excited about our product or service we don’t realize it is not what the customer needs. Make sure to tailor your offering to a solution your customer is looking for. Otherwise, you are both going to be frustrated.
- Keep Innovating: It is easy to stay in the comfortable place especially if it is working smoothly. However, eventually you will get left behind. The VCR tape worked great to show movies at home but no one uses those anymore right?
- Always put the customer first: Sounds like a no-brainer right? Not always simple to execute with the demands on time, goals, company metrics and so on.
What has your organization done to focus on the customer experience? Did you see any changes as you implemented some of the points listed above? Are your customers hitting the “Like” button?
Share your thoughts by commenting below or tweeting us @buyersmeetpoint.