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David Lee King

It’s the Experience that Matters – Notes from a ULC Webinar



I attended an Urban Libraries Council webinar on the customer experience today – it was good! Here are some of my notes from the session.

Speaker – Melanie Huggins, Richland County Public Library

Stuff I found interesting…

Definitions:
User Experience (UX) – interaction between technology and humans
Customer Experience (CxP) – all aspects of a customer’s interaction with an organization, its product and services

Think about the whole interaction – the before, during, and after – that’s the customer experience.

6 laws of customer experience:

1. Every interaction creates a personal reaction
- An experience designed for everyone satisfies no one. You need to optimize for a specific set of customers (ie., use personas)

2. People are instinctively self-centered
- don’t sell things – help customers buy them
- don’t show your corporate underpants

3. Customer familiarity breeds alignment
- think of your company as a large production crew making the stars (front-line employees) shine on stage (during customer interactions) – nice thought!

4. Unengaged employees don’t create engaged customers

5. Employees do what is measured, incented, and celebrated
- me – ok. “encented” is a silly word.
- don’t just expect staff to do the right things. Instead, clearly define good behaviors.
- watch for mixed messages

6. You can’t fake it!
- it has to be top priority to be successful
- advertise to reinforce, not create, positioning (ie., job ads)

Definition of brand: a customer’s gut feeling about a product, service, or organization.

Good stuff!

Comments on this entry are closed.

  • http://www.articlesbase.com/vision-articles/tej-kohli-foundation-cornea-transplant-mission-2669752.html Tej Kohli

    When will be next ULC Webinar, I want to attend this

  • Babish

    I like those points. Is webinar available after the fact? JB

  • http://www.davidleeking.com davidleeking

    Not sure!

  • http://griyamobilkita.webs.com sewa mobil

    Nice article, many thanks