John DiJulius | Customer Experience Blog

Forget the Noise and focus on the Experience
May 28, 2015, 10:29 am
Filed under: Customer Service
Don’t let the Noise distract you – Every business in every industry has noise, and the vast majority of businesses get distracted by it and lose focus of what is truly important to the Customer. Noise is what is going on that is out of your control: the economy, government regulations, competition that is heavily discounting and not playing by the same rules. In the cab/limo industry it is Uber, in the hotel & resort industry it is Airbnb, in retail it is on-line and Wal-Mart, in the salon industry it is the booth rental salons. Most companies waste their time on trying to figure out how to prevent these companies from entering their markets through lobbying against them, and eventually they just become the victim of pricing wars. 

Forget your competition and focus on the Experience – The majority of the time if the Customers were receiving a great experience, the industry wouldn’t be so ripe to attack. When was the last time you had a great cab ride experience? Enter Uber. World-Class Customer service companies spend zero time on what their competition is doing; they focus on how to deliver the best possible experience, constantly raising the bar, so they are not vulnerable to price wars. Here is what Jeff Bezos, CEO of Amazon has to say: “When given the choice of obsessing over competitors or obsessing over Customers, we always obsess over Customers.” 

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