Customer experience is more than just service. Stephen Covey, best-selling author, teacher, and mentor, was a master of customer experience. With Covey’s passing, I dedicate this post to Covey, a master of experience who taught us to think abundantly and be willing to share and help those who ask for assistance.
Covey’s “7 Habits of Highly Successful People” are a template to the 7 Habits of Highly Effective Customer Experience.
Exceptional experiences are about the principles and best practices that have the greatest impact for the customer. Covey’s teachings inspired us all to thing outside of ourselves, and deliver a world-class customer experience in our specific line of work.
Customer experience, true customer service requires action. Service requires initiative. It requires taking responsibility for your actions. Proactive customer experience is service based on principles.
The highly effective customer experience is proactive. Proactive the requirements that the customer experience will fulfill.
Adam Toporek at Customers That Stick puts it best: “Want to understand customers? Just shut up.” Listen to your customers, you’d be surprised what you learn about what they really want.
Customer Experience Needs Synergy
True exceptional customer experience means clarity of purpose, shared goals, and customer-oriented metrics. Innovative service models, service delivery mechanisms, component products and technologies are all customer focused, well-fitting, and contribute to the overall strategic customer experience framework.
Customer Experience is Learning, Growing
This is the habit of self renewal, says Covey, and it necessarily surrounds all the other habits, enabling and encouraging them to happen and grow. Covey interprets the self into four parts: the spiritual, mental, physical and the social/emotional, which all need feeding and developing.
In order to develop the ultimate service mentality, it requires us to be in a place where we are whole. The whole person needs to be committed, prepared, and dedicated to perform.
7 Habits of Highly Effective Customer Experience Organizations
Stephen Covey’s Seven Habits are a simple set of rules for life – inter-related and synergistic, and yet each one powerful and worthy of adopting and following in its own right. For many people, reading Covey’s work, or listening to him speak, literally changes their lives. This is powerful stuff indeed and highly recommended.
The 7 habits of highly effective customer experience is a starting point to developing exceptional customer experience organizations.
