Are you including love in your customer lexicon? If not, maybe it’s time you started to.
I just returned from Genesys G-Force in Boca Raton, FL. Once again, the Genesys team produced an excellent event for their customers and partners.
A central theme this year was about establishing a one-to-one relationship with customers. The critical importance of this personalized, individualized relationship came through during the demonstrations of their product and solution capabilities, and it was reinforced through guest speakers.
Do You Heart Your Customers?
It’s clear that things are changing in companies’ relationships with their customers. Relationships built on trust and brand loyalty have been important for a while. But at this conference, there was a fair amount of talk about “love,” with speakers using examples from Southwest Airlines, Zappos and Starbucks.
Love. I’ve never heard that phrase spoken at a technology conference the more than 20 years I’ve been in the business. But the more I thought about it, the more I realized that the concept is extraordinarily important as a key philosophy in providing customer service. Love for and from your customers, love of what we as a company do, love of delighting customers – it’s all become central to business success.
Can You Hear Me Now?
As one speaker commented, the first step towards love is to listen.
Today there are many ways companies can listen to customers: social media, call, speech analytics, etc. Being in the customer experience assurance market, I thought this was a great way to talk about the new way successful companies are relating to customers. And I can’t help but wonder what key metrics and processes should be evaluated in order to insure companies are proving visibility into the performance of their systems to make sure the customer love is eternal.