I got stuck while opening an online account on a brokerage website.
Read time: less than a min.
Regretfully I had to call in.
The call wait time was 58 minutes. And the message kept playing how important I am for them and how hard they were trying to answer my call.
I wondered if a new customer is treated this way, what about the existing customers.
I disconnected. Moved to a different firm.
Unless you are in an undifferentiated services business, customers often look beyond the price points and leave for several other reasons – the most common being poor services.
One of the best methods to understand your customers’ point of view is to become a customer and follow the customer journey as any other customer and not take any shortcuts because you are a senior executive or owner. You will quickly uncover all the good, the bad and the ugly sides of your business.
Spend some time in the store. Visit your own website to get work done the way a customer would. Answer the tech phone calls for a few hours. The insight will be more valuable than what an expensive consulting company would offer.
Use your own product first.
Thank you for reading.
Bye for now.