They Make It So Easy

There are quite a number of components that make up the customer experience.  In reality everything the customer sees, hears, feels or perceives impacts the customer’s experience. 

It’s possible to consistently provide customers with exceptional service.  Amazon, Apple, Zappos and Starbucks all demonstrate this fact.  Each of those companies have a customer experience model that their organizations and their employees adhere to.  In order to be successful in delivering consistently positive customer experiences some important components must be in place.  These include:

1. The organization’s policies, procedures and standards of operation must be customer
2. Highly visible leaders setting the example
3. People management training for middle managers & supervisors
4. Hiring the right fit for your organization and for each role
5. Empowering staff members to make decisions
6. Providing orientation and consistent customer service training for all team members

Customers are more demanding than ever.  For this reason, organizations must be on the cutting edge and stay abreast of current market trends.   The expectations of customers are ever changing and to remain competitive every business must adapt to those expectations.  Customers who feel valued, appreciated and respected become loyal customers.  Customers who feel nickle-and-dimed, hassled or ignored will turn away from your business and encourage their friends to do the same.

Without customers your business cannot and will not succeed.  With this thought in mind, organizations must be creative in providing an excellent customer experience; making customers feel valued and also ensuring customers receive value for their money.  Today’s customers want more than a one time satisfactory customer service interaction.  They want complete and consistent customer experiences.

Customer Experience is vastly different from customer service.  Customer experience is any and everything that touches the customer while customer service focuses solely on the employee/customer interaction.  For organizations to become successful at building loyal customers they must make the switch from focusing purely on service to focusing on the total customer experience.


Duquesa D. Dean is a Certified Trainer, Speaker and a Transformation Coach.  She is an Associate Trainer with the International Board of Certified Trainers and has over 20 years experience in the customer service field.  She coaches organizations large and small to lift their service levels and offers a unique style of customer service training.  To book Duquesa email or visit her website at

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