Page 15 - Delivering Authentic Customer Experiences

Delivering Authentic Customer Experiences

Believing in authentic service

Here’s what I think authenticity in a customer-facing environment
means:
• knowing who you are, why you’re in business and what
drives you to achieve your business aspirations
• understanding what’s important to you and your team and
living those values
• having a customer centred approach and wanting to make
a difference
• treating every customer like a person, not a number
• being passionate about what you do and walking your talk
• striving for continual daily progress, not perfection
• truly listening to your customers and being interested
rather than interesting
• consistently anticipating and responding to customer
needs
• creating memorable experiences that stay with people a
lifetime - for the right reasons!
• doing the right thing as well as doing things right
• doing well and doing good

I’ve encapsulated these beliefs into 7 guiding principles, which are
supported by my experience and research, and underpinned by
cross-sector customer satisfaction surveys.

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