Common Courtesy: The Unseen Cornerstone of the Ultimate Customer Experience?
? Scott McKain
Architect of distinction, transformation & Ultimate CX.? Forbes ‘10 Best’ business author -Hall of Fame speaker- Cavett Award winner-advisor with a proven record in creating sustainable success to leaders seeking impact.
In an era of technology revolutionizing how businesses interact with customers, we often get lost in metrics, data analytics, and complex algorithms.
However, the soul of customer interaction is — common courtesy. The term may sound old-fashioned, but its essence is timeless and universal.
Today, we are constantly discussing the latest AI-enabled customer service bot or personalized marketing strategy. While those are critical in achieving organizational distinction, we overlook the simplest yet most impactful element—treating your customers courteously.
That’s where the Ultimate Customer Experience? starts. You can have the most sophisticated systems in place, but if your team lacks basic manners, your efforts will fall flat.?
We have statistics to confirm this point:
In business environments worldwide, irrespective of cultures and languages, courtesy is a universal language. It is the fabric that sews the entire customer experience together. Think about it—the hospitality of Japan, the "Ubuntu" of South Africa, or the customer-is-always-right mentality of America—all variations of common courtesy.
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What does common courtesy in the Ultimate Customer Experience? entail? It starts with active listening. When customers feel heard, they feel respected. It involves polite language and gestures—a "please" and "thank you" cost nothing but earn invaluable customer loyalty. It’s also about transparency; don't promise what you can't deliver. Misleading a customer is the ultimate discourtesy.
In my decades-long journey of helping businesses stand out and earn more, one thing is crystal clear: the organizations that invest in training their staff in the art of courtesy outperform their competitors who don’t.
A courteous approach to customer service isn’t just a department—it’s a culture. For executives and entrepreneurs, this is a critical leadership responsibility. It’s not merely a line item in the training manual; it's a core value that drives the ultimate goal of any business—to create a distinct, memorable, and beneficial experience for your customer.
Let's elevate the conversation from simply evaluating “customer satisfaction metrics” to instilling a culture of common courtesy. In doing so, we don't just satisfy our customers; we thrill them.
And in today’s fiercely competitive marketplace, the Ultimate Customer Experience? is not just about standing out—it’s about being unforgettable.
Courtesy makes you unforgettable.
The technology and strategies that propel your business forward are crucial, but it's the underlying layer of common courtesy that can truly make or break your relationship with customers. This is more than a polite suggestion; it's a cornerstone of business success.
Remember, in a crowded marketplace, distinction doesn't just come from innovation; it also comes from positive, courteous customer interactions. After all, courtesy never goes out of style.
Don't let your drive for innovation eclipse the age-old wisdom of simply being courteous; the Ultimate Customer Experience? depends on it.
??Business Strategist ?? Helping Business Owners to reach their potential and scaling up their businesses ?? Keynote Speaker ?? Executive, Team and Business Coach
1 年A question of culture and differentiation ? Scott McKain. Thank you for sharing
Innovative Realtor, Marketer & Advisor ? Regional Luxury Ambassador ? Community Connector ? Travel & Tennis Enthusiast ?
1 年Love this.
Twenty-six years and counting. Teaching people how to communicate and interact more effectively, build collaborative teams and resolve conflict. Our programs can be delivered virtually, digitally, online, or in person.
1 年If you compare the level of customer service your competitors provide, providing exceptional customer service is easier than you think. All you have to be is better than your competition, and that's not difficult at all.
Global Thought Leader on Impostor Syndrome | Keynote Speaker| Co-Founder Impostor Syndrome Institute | Award-Winning Author
1 年Sad that common courtesy has become not uncommon, but definitely less common. As you point out, it makes a difference. Would be interesting to get a group of people in a room to individually and then collectively define the term. I wonder if younger people are even familiar with the phrase? (I recently told a client I was going to "pencil her in" and she was baffled.
Courtesy? Kindness? Compassion? Yes!