Your Customer Experience: a New Angle

It was Henry Ford who said:

If there is any one secret of success, it lies in the ability to get to the other person’s point of view and see things from that person’s angle as well as from your own.”

This seems to me to be an insight that is profoundly true, and yet far too often ignored in life, as well as in business.

My newsletter (the POSITIVE Customer Experience Briefing) this month reflects on the implications of seeing (or not seeing) your organisation as your Customer will see it… when they are in the toilet!

If this seems a trivial topic, I hope the newsletter will convince you that it is anything but: and make you think twice about the time, money and focus you commit to this basic facility.

In some ways, the loo is a metaphor for the whole way our Customer sees us, or how we see them. You’ll also find in the newsletter a short, entertaining and thought-provoking movie clip that says much more about this.

All this, plus my POSITIVE Service Moment of the Week: which could have been awarded to a whole city. Find out which one, and learn more from the “Loo Guru” – you can read the newsletter here.

I hope you enjoy it and find it useful. If you do, please share it. You can also subscribe to the newsletter here.


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