With the holiday rush upon us, good and bad customer experiences are everywhere. Makes me think of who truly delivers the best customer experience - Santa Claus. He's got the 5 Keys to Customer Experience down pat.
1. Know Your Best Customers - Well, he's got that list. He knows if you've been naughty or nice.
2. Review Your Customer Communications - There isn't a lot of communication out of the North Pole but Santa does employ frontline communications as he appears at every mall, taking in all your lapside requests.
3. Listen to All Your Customers - The North Pole is inundated with letters. He reads EVERY one.
4. Create Happy and Customer-Centric Employees - Have you ever seen a more dedicated, jovial group of co-workers than elves? The benefits must be sugary sweet!
5. Reflect Your Brand Values - Santa's got the best brand. Yes, he might be called Father Christmas, Pere Noel or Che Dun Lao Ren. He may travel by donkey, on skis or with eight reindeer. But he always delivers the same results and means the same to everyone.
If good ole St Nick can carry this for hundreds of years, so can any enterprise.
No matter what you are celebrating this season, we wish you the very happiest of holidays and a prosperous 2007!
Here's more on the The 5 Keys to Customer Experience.
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