Finding your Customer Experience Core!

Age actually can be a good thing!

In my youth, I wanted to be “all things to all people” or at least “most things to most people.”   Slowly and sometimes painfully through my customer experience consulting career, I have aged (or as I like to call it – gained wisdom).  Particularly, as it relates to honing in on a few core aspects of the experience that make sense for brands and customers.

Rather than attempting to be a moving target that addresses all the needs of all those who happen upon your business, success comes when you identify what you authentically care to deliver?  Once those dimensions are defined and executed with passion –  people who value those deliverables will come calling

For example, my company seeks to “make other people successful,” “provide worry-free solutions,” “have fun along the way,” and “be grateful.”  There are so many other things that tempt us – but in the end, customer experience excellence hinges on knowing our competencies, simplifying our customer experience deliverables, and demonstrating the discipline to be who we authentically can be on behalf of our customers.   So who are you at your customer experience core?  How are you tempted?

Frequently, I think of the dog on the bridge who is holding a bone in his mouth only to see the larger reflected image of the bone in the water.  How easy it is to reach for illusions only to lose that which you possess.

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Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.

Follow on Twitter: @josephmichelli

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