The Golden Rule of CX
By Stephanie Levy
3 MIN READ
Almost everyone has heard the phrase of The Golden Rule: Do unto others as you would have others do unto you.
It’s a great moral philosophy which can be applied to many interactions of everyday life, and what makes it so simple to incorporate into actions is that it’s universally applicable. Not only is it a positive standard for people to live by in friendships, relationships, and socially, its relevance can also extend to businesses and how they serve their customers.
Offering customers a great service experience doesn’t have to be overly complicated. Sometimes, it’s the simple overlooked gestures and attitudes that can stand out to customers and win their loyalty. And an easy approach to making a positive difference is the Golden Rule of CX: treat your customers how you would wish to be treated as a customer.
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So, what are some key actions that a business can implement into their customer service to practice this CX Golden Rule?
1. Be friendly.
This should go without saying, but friendliness of your staff should be one of, if not the, top priority. A friendly, positive attitude goes a long way in making a customer feel comfortable and welcomed.
Acts like greeting a customer (in store), addressing a customer by their name (online and by phone) and smiling (in store and by phone, as even non-visual smiling can be sensed by a person) are key here. Something as simple as a warm hello or a smile can influence people’s perception of a brand and their level of customer satisfaction.
Essentially, treat the customer in a friendly manner as you would like to be treated when you are in their place.
Why it matters:
70% of buying experiences are based on how the customers feel they are being treated. (McKinsey)
73% of consumers say friendly customer service reps can make them fall in love with a brand. (RightNow)
2. Be helpful.
Ever experience the situation where you were in a store searching for an employee to help you locate something you couldn’t find yourself? What about reaching out to customer support for help, but not feeling as if your concern was being understood or heard.
Being attentive to the needs of the customer, and effectively helping them with their problem, no matter the size, is a certain way to boost their satisfaction and retain their loyalty (and don’t forget about the friendly!). Not only that, but a well-handled complaint or issue can even turn a customer into a promoter of a brand, which is great for referrals.
Putting oneself in the customer’s position and viewing the problem from their eyes makes the situation more relatable to staff, and can help them connect with the customer’s issue to give the customer the support they’re looking for.
Why it matters:
78% of customers say that competent customer service reps are most responsible for a happy customer experience. – Genesys Global Survey
Customers are 70% more likely to stick with a company that resolves a complaint in their favor. – Lee Resources
[clickToTweet tweet=”Put yourself in your customer’s position to understand how to help them better. Read from HappyOrNot blog.” quote=”Put yourself in your customer’s position to understand how to help them better. Read from HappyOrNot blog.”]
To know how to address the needs and wants of customers in order to deliver a great experience, businesses need to listen to what their customers have to say and gauge how they feel.
Are you really giving your customers an experience they would rate as great? Can you identify potential problem areas quickly enough to avoid escalation? How can you really know? You need to ask, and listen.
Customer feedback is the “secret sauce” to creating a great customer experience in your business. Finding out what elements of your service are doing well and those which are causing pain points for your customers is critical to knowing where to focus efforts to develop and improve your business.
Happy customers return. Happy customers spend more. And happy customers tell their friends and family. This is why making them feel heard, and listening and acting upon what makes them happy (and unhappy) is only a benefit to be had.
Why it matters:
Feeling unappreciated is the #1 reason customers switch away from products and services. – Newvoicemedia.com
Companies that excel at customer experience grow revenues 4-8% above the market. – Bain and Company
[clickToTweet tweet=”Customer feedback is the “secret sauce” to creating a great customer experience in your business. Read from HappyOrNot blog.” quote=”Customer feedback is the “secret sauce” to creating a great customer experience in your business. Read from HappyOrNot blog.”]
To wrap up, as quoted by Colleen Barrett, Southwest Airlines President Emeritus: “To earn the respect (and eventually love) of your customers, you first have to respect those customers. That is why Golden Rule behavior is embraced by most of the winning companies.”
And we completely agree.