Sadly, customer perception molds customer reality. This reality may not be true, but to the customer, it is their reality. If companies want to create better customer experiences, it behooves the company to understand the various realities customers are seeing, feeling and receiving. If you have never jumped into the customer shoes to experience your product/service, now might be the perfect time to do so. While your at it, get behind their keyboard, wear their glasses, and sit in their chair. You will quickly learn that customers see our companies differently than we imagine.

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Companies can lose BIG money when they deliver a product that looks, and feels inferior to the original sample. This happens all too often. Why? Companies want to pad profitability by using cheaper raw materials for the order fulfillment production. Is your company doing this? If so, maybe it’s time for an integrity-driven approach to filling customer orders? BTW…the example in this video created a $696,000 loss for the manufacturer!!!

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Many of us split our work week between our homes and company offices. Trade professionals transition from job to job in the same day. Each of us has common tools of our trade to work quickly and efficiently. However, many of us come to a work location without the necessary tools to perform our duties. Is this fair to our employers? Is it fair to customers? What about our associates and team members? Is it time to repack your backpack or car to make sure you have what you need to do your job?

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We invite you to follow us for two minutes per week. With a small weekly investment of 120 seconds, you will come away with two business questions designed to stimulate your thoughts about how to improve customer satisfaction. Follow. Like. Share.

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I could pay for a weekend at a ski resort If I had a dollar for every time a business associate printed an attachment, but ignored the email it came with! The accompanying emails often contain special instructions, requests, conditions, or previous agreements that act as addendums to the attachment. Are you training your associates to pay attention to both components of correspondence they receive?

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Many buyers prefer to order products and services independent of interacting with customer service personnel. Does your order entry process service “do it yourself” purchasing?

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Can your customers effectively order product from your catalog? Or, do your customers have to go on a hunt and peck internet search to gather the information they need to place an order, just because your catalog is not informative enough? If you are making customers go through more investigating to order, then it is time for the marketing department to wakey-wakey!

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Perception is a two-sided coin, but only one side truly matters! Does customer perception matter to your company? Some executives are blinded by self-pats on their backs while delivering mediocre service. Are your eyes opened to the cruddy service your customers are getting from you? Time to wakey-wakey!

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