Earl Wasserman’s Post

Principle #5 for Delivering a C1X Customer of One Experience: Build Sticky Relationships. Understanding your customers is key. They can typically fall into two categories - "Transactional" and "Sticky." The former seeks the best price without a relationship, while the latter values trust and fairness. By nurturing trust and respect, you can foster long-lasting relationships with your customers. #CustomerExperience #RelationshipBuilding #TrustAndRespect Rali https://c1xmatters.com/

There are 7 Principles for Delivering a Customer of One Experience. Principle #4 is Go The Extra Mile. Providing an experience beyond your customer's expectation significantly enhances your company value proposition. It sends the message that you will do whatever it takes to set your customer up for success. And most important, it shows that customer they made the right decision choosing you! https://c1xmatters.com/ Rali #gotheextramile #valueproposition #therightchoice #customerexperience

Last week, we emphasized the importance of Getting Upstream to address persistent issues impacting customer trust, company performance, and profitability. Video #9 in The C1X Customer of One Experience Change Journey reveals the 3 Keys to Getting Upstream for an exceptional Customer Experience. Dive deeper into the practical elements of Getting Upstream. For further insights, visit c1xmatters.com. Rali #anticipatecustomerneeds #removecustomereffort #communication #buildcustomertrust #makethingsright

Getting upstream is crucial for success in any company. By being proactive and pre-emptive, you can prevent recurring issues and earn your customer's trust. This approach not only benefits customer retention but also gains the trust of the C-suite. Getting upstream reduces operational costs and SG&A by saving time and resources spent on unresolved issues. Moreover, this strategy boosts employee morale by eliminating the constant pressure of reacting to problems. #proactiveapproach #customertrust #operationalefficiency https://c1xmatters.com/ Rali

Getting Upstream is Principle #3 for delivering a Customer of One Experience. Isn’t being proactive and pre-emptive a smarter, more efficient way to escape the reactionary world your teams live in now? #customerexperience #proactive #efficiency #customertrust https://c1xmatters.com/ @rali

My mantra, expressed decades before the term “customer experience” was coined, sounded like this: “If we provide our customers with a level of service that exceeds their wildest expectations, we will never lose one of our customers to a competitor’s price.” That was true then, remains so today, and will be true as far in the future as I can predict. This mind-set was seeded by my earliest mentor, the late Paul Goodman. “NEVER sell by price,” he would admonish me. After completing customer surveys, I would ask our teams how they would score our performance provided for a particular customer. In most cases I found we had a loftier perception than our customer’s, my mantra notwithstanding. Don’t be afraid to get your customers’ perspective. Take a walk in their shoes and embrace the feedback. Turning your customers into annuities takes being a change agent. Your customers will notice! #neversellbyprice #changeagent #annuitizecustomers #mantra Rali https://c1xmatters.com/  

Demonstrating a whatever it takes mindset is central to showing passion for serving your customers. One bad customer experience can have a lasting impact, touching everyone in your organization. Think of it as The Ripple Effects of Poor Service. Video #7 puts it in a perspective you can visualize! #passiontoserve #whateverittakes #rippleeffects Rali https://c1xmatters.com/

Passion to serve! Whatever it is that drives you, being service oriented is a mind-set, a whatever it takes, can do attitude. This is your CHOICE, but it takes intention. “Yes, I can do that.”   “Whatever it takes.”    "I’ll make it happen." When your customer hears these words, they trust that you are an advocate for them. They are strong promises, so make sure you walk the talk by delivering results. Then add another brick to the foundation of your customer's trust! Rali https://c1xmatters.com/ #customertrust #customerexperience #makeithappen #whateverittakes #icandothat #c1x

We’ve already looked at Being Trustworthy, the first of seven principles required to provide your customers with a C1X Customer on One Experience.  This time, let's focus on Principle #2: Being Passionate About Service. Is there a business that doesn’t provide some level of service in their value proposition? Have you ever asked yourself what does service mean to you?  What do you get out of it?  What’s in it for you?    Video #6 helps you answers these questions.  https://c1xmatters.com/ Rali #service #passionforservice #serviceattitude #servicemindset #cando #customeradvocate 

Last week we focused on the importance of building trust in all your relationships. Remember, your customer's trust is built just like everyone else's....brick by brick. Being trustworthy requires intention, sincerity, and a solid foundation. Video #5 in our Customer of One Experience Video Series shares what we believe to be the 9 Most Effective Ways To Build and Maintain Customer Trust. Rali https://c1xmatters.com/ #customertrust #keepcommitments #honesty #authenticity #accountability #makethingsright