THE CUSTOMER CULTURE CLUB Your Customer Experience Guide

And so we are here.... it's our FIRST EVER Newsletter - Launched as promised for October 2023.

Each month i'll give you a few bits of interesting content, how i help my customers, what I have learnt, free stuff, how to work with me and more!

So, let’s dive into the world of Customer Experience and see what’s been going on in the Month of October for us here at Intelligent Purpose, with a focus on CULTURE.

DID YOU KNOW (click on me)

Did you know… the UK holds work culture awards?? No, well as I talk about a lot your employees are the ones keeping your customer culture going, this is why the big boys (and girls) do it. Details in the link.

Brand in the spotlight?

Who stood out to me this month? The BBC

Why you ask...

Well - we all know the history of the media hiding issues and problems within their walls.? Infamous Jimmy Saville for example.

So I found it quite interesting that the BBC recently launched The Reckoning .? I have been wondering why they’ve done this - why now? I think partly to give their own perspective, to save reputation maybe?? To highlight how far their culture has changed as a brand?

The Media is a very controlled area - they’re very good at determining what we see, hear and to a degree - led to believe.? They can be very clever about how they do this.

The 4 part series definitely doesn’t emphasise any fault or blame with the BBC,? and yet many blame those at the top for allowing him the ability to commit so many crimes over a very long period of time - it doesn’t show the depths of people’s complaints to them, how people were left feeling and how their mental health suffered as a result - it looked to me to highlight the drama of it - even saying ‘some of the names and scenes have been made for entertainment’.

I understand this is a difficult story to tell, but I definitely don’t think the mentions of awards and achievements needed to be so highlighted, I would have liked to see more about the victims and their stories.? Not so much of his life.

There is an interesting dilemma about whether these real stories should be dramatised or handled more sensitively, focussing on understanding the culture of the time and how that has hopefully changed to stop these things from happening in the future

Speaking of culture, I do wonder what culture is at the BBC now.? It would have been interesting to see what the people in charge now would have done - what their views were looking back and this wasn’t discussed at all.? Which I find interesting as it’s a huge part of why it was allowed to happen.

Clearly culture comes into play massively here and with all things in leadership - it comes from the top.

What reputation do you think the BBC has now?? What do their customers think of them? The culture you build and nurture tells your customers a lot about you and is vital to building trust

What I have been up to recently?

People ask me what type of customers or people I work with, and it really is diverse.

So let me share some of what i'm working on and have been working on this month:

I'm working with a client to understand the customer journeys to purchasing Life & Health Insurance in Korea.

For another client I am conducting a public consultation to understand how members of the public feel about data privacy & medical research.

And finally (and most amusingly) working on a project to understand customer needs in the intimate grooming market (hold the naughty thoughts), so a client can create some innovative new products & services.

And to be honest this is why I love the work, it is all about people and can be so varied (and quite eye opening about behaviours ??) .

What can i do to help you?

If you’re struggling with getting customer experience under your hat, or your business isn’t doing anything with it, or actually you have no idea what it is or what it can do for your business - fear not, here is the link to my FREEBIES and to book calls so I can help you too.

What’s new in the work of customer experience?

The latest trend of replacing customer care agents with AI options in Customer Experience under the suggestion that this is going to improve experiences.

When really this seems to be another cost saving exercise rather than a truly customer focussed solution. Don’t get me wrong, AI has a place and can be great at bringing to life FAQ type help, but falls apart currently when customers need specific help for their specific needs, which is the majority of care calls in my experience. AI can be part of a well executed customer care plan when customers want it. Read that again when customers want it - a truly customer focussed care plan has options and allows customers to choose how they want to seek help in the first instance.

Currently customer care seems to?be failing due to a lack of empathy and understanding of customer needs and so how can AI possibly enhance that experience when we are still a long way away from an AI that can properly replicate empathy. Really it could cause further harm to the customer care experience and frustrate customers who are already not in the best place as they are having to seek some help.

And that is why we should have a cautious approach to how AI can support and enhance customer care, it will have a place but wholesale replacement is still a long way off if you want to actually help customers and deliver on experience excellence

Why you must look after your Customers

Looking after your Customers, is essential for building and maintaining a successful business. Happy and satisfied Customers are far more likely to remain loyal, make repeat purchases, and refer new customers

This can then contribute to your company's growth and revenue. By providing excellent customer service, addressing your Customers needs and concerns, and by delivering quality products or services, you not only build TRUST but also enhance your brand's REPUTATION.?

By nurturing Customer relationships, it can lead to valuable insights and feedback, helping you adapt to changing market conditions and improve your offerings. Ultimately, focusing on Customer care is a strategic investment that can lead to long-term profitability and sustainability in today's competitive market.

Tips for your marketing

1. Leverage Customer Testimonials and Reviews - Encourage satisfied customers to share their experiences through testimonials and reviews. Positive feedback from real customers are powerful, positive exposures for your brand. Use these testimonials in your marketing materials, such as on your website, in email campaigns, and on social media. This shows potential customers that others have had a great experience with you, your products or services you offer.
2. Tell Customer Success Stories - Share in-depth customer success stories that highlight how your products or services solved a specific problem or met a need for a customer. Use case studies, videos, or written content to illustrate the journey of a customer from challenge to solution. These stories show off you and your brand and show the real impact it has on people's lives, which can be very compelling for potential customers. Gives huge amounts of persuasion and shows you care - genuinely.
3. Engage in Social Listening and Social Proof: Monitor social media and other online platforms for mentions of your brand. When customers post about their positive experiences, engage with them and express your gratitude. You can also share these posts on your own social media channels, using them as social proof. When people see that others are talking positively about your brand, it can influence their perception and decision to engage with your business. Word of mouth is huge - such a positive way to share your brand online - across all platforms.

By using these tips, you can effectively market your customer experiences and demonstrate the value and quality of your brand to a wider audience and deliver additional ROI in customer experience work. Customer recognition and trust can be powerful tools in driving sales and building a loyal customer base.? Who doesn’t like a better bottom profit line!

Team Spotlight - NEWBIE

He’s new.

He’s fun.

He’s fresh with ideas and knowledge.

He’s fair, but fully prepared to review your brand experiences as he sees them?

How we found this talent we aren’t sure, He kinda found us - BUT his arrival with his mysterious and funky look is sure to make brands aware he exists and he will be judging them!

'The Undercover Customer' - Kevin…… Could he be in your shop, your aisles or your website soon? Watch this space...

CLICK HERE to get everything I have for you from a discovery call to hooks, tips & tricks.