Empathy, to me, is one of the biggest Customer Experience boosting assets a business has. Empathy requires you to feel it with them, through them. Feel their pain. Feel their need. Feel their worry. Feel all of it. And then respond from/in/with a deeper understanding than merely seeing their pain, their need. If you feel it from their perspective, everything you do will be customer committed.
Since I launched my first side-hustle social purpose business, CanEast Mobility Scooter Rentals 5 years ago, I have learned so much. As a social purpose business, I am motivated to be better every day and to provide the best customer experience for my customers.
A business is constantly adapting, evolving, shaping into a better version of itself. Behind the scenes of this evolution is an owner motivated to be better. An owner who is listening. Really listening. Ego removed. Ears open. Mind opened. Ready to hear (and feel). And act.
Like many side hustles, you start where you can. With what you have. With what you know. The key at the start is just that – to get started. But the key to your success is to have a desire for continuous improvement. The journey of improvement is informed and shaped by your customer. It has to be.
Customers today want ease, speed, and personalization. It is our job, as business owners, to deliver an experience that matches our customers’ expectations.
To make it easy. To make it fast. To make it personal.
Simple in theory. Yes.
Simple in practice. No.
A successful expectations-experience match requires a Customer Committed Mindset.
I have learned so much from my customers. My process and work-flow are designed with them in mind. Everything I do is filtered through the lens of my customer. I empathize with their needs.
I learned early in my business that I needed to have an easy process for my customers to inquire about renting mobility equipment, to reserve, to pay, to pickup or deliver.
There’s a lot of behind the scenes work that can be messy in its iterations, but from the viewpoint of my customer it’s seamless. It’s simple, fast, and personable.
The biggest compliment I can receive is a customer saying they wanted to tap an “That was easy’ button at the end of the process with me.
That’s the goal. Always the goal.
The reward, a happy customer.
And sometimes a hug. That’s pretty cool too.
With gratitude,
Nicole Osmond
Customer Success CoachAs a Customer Success Coach and 3 X business owner, I am living my passion and helping companies succeed by cultivating a customer committed mindset.
A Writer with Heart – I weave words together to stimulate, elevate, and motivate. My blog is my canvas to share my ‘experience nuggets’ with you! Thanks for stopping by! With gratitude, always – Nicole
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