A Personal Customer Experience Story

It is one thing to admit that customer experience is pivotal to today’s business success. It is a completely different discourse presenting a convincing business case to invest in CX management initiatives.

How exactly does customer experience translate to customer behavioral changes? And what impact does that have on your organization’s financial metrics?

To answer these questions, I’ll tell you a little personal story.

I recently had a virtual coffee chat with a dear colleague in the industry. I know he’ll read this and I’m not sure how he’d feel if I use his real name. So I’ll call him Dave.

Dave and I were talking about all things COVID-19 (isn’t that what everyone talks about these days?) – the impact on the economy, our careers, mental health and all the pivoting and adapting we’ve had to do …..

Then, out of nowhere (or so I thought), Dave blurted out.

“Have you bought masks for when your kids return to school? If you haven’t, I will recommend a brand.”

Then he went on raving about this product – quality (don’t ever compromise that), the ordering experience from the website (user interface), speed of delivery, price and the personal touch the local small business owner added when she called to say the order was on its way (emotional touch-point).

As I listened, I presumptuously concluded Dave was promoting the business of a friend or family member of his.

I’ve never been more wrong.

Turned out, I knew the business owner personally but I had never purchased her products up until that time.

And guess what. Dave had no personal connections to the owner.

His loyalty was fueled solely by the experience around the product.

It took Dave’s advocacy to make me a customer.

So I ask you.

How do you get your Daves?

How many Wunmis can ten Daves convert?

What if there are a hundred Daves?

What’s the ROI on the initiative that can potentially win over a thousand Daves?

That – you can put in your business case!