Page 17 - Delivering Authentic Customer Experiences

Delivering Authentic Customer Experiences

employers’ budget when I’ve had what my brother calls a proper
job!), and numerous hours in the pursuit of knowledge. I’ve
participated in a wide range of learning interventions such as
reading, online study, webinars and workshops. I’ve also trawled
the worldwide web to satisfy my curiosity, often learning things I
already know! As you read through this book there’ll be occasions
when you’ll get that feeling too. When this happens, I’d like you
to ask yourself this question… What have I done with what I know?
and if the answer is, very little make a conscious effort to change
that behaviour.

Each guiding principle contains a section called Keeping it real
which includes real life examples of exceptional customer service.
You’ll also read about appalling experiences, and I’ve made a
conscious decision not to name and shame. If the old adage, all
publicity is good publicity is true, I’ve no intention of promoting
the perpetrators here. Therefore, when used anecdotally, I’ve
changed or excluded the names to protect the guilty…you know
who you are!

There are activities and questions to help you and your team to
reflect on your business approach, attitude and application. As it’s
the use of knowledge that is powerful, the chapters containing a
guiding principle end with Taking authentic action. This is an
opportunity for you to consider what you DO with the information
you’ve read. It’s a simple traffic light format…asking you to
identify what you will START, CONTINUE and STOP doing now.

6