What would you do in this situation?
You're working in a nut booth, you know the type, selling a selection of pick and mix nuts to the public at stations. Your one is based at Wimbeldon in South West London. A customer comes in and selects some nuts. You weigh them and it comes to 0.74p. The customer is a regular customer, you recognize him. As he goes to pay, a £1 coin falls from his bag onto the counter and promptly disappears. You both search under the counters, in between the pre-packed packs...everywhere, but it can't be found.
You have a choice:
1. Tell the customer that you'll find it later on and not to worry, letting the customer keep the nuts and take the change too
2. Tell the customer not to worry, keep the nuts, but no change
3. Ask the customer for the 0.74p as you can't find the £1 and you're not sure what the coin was anyway
My point. In any business environment, it's important to join up the functions that touch a customer. It's all very well being masters of lead generation and marketing communciations, but if the customer experience falls down, all of that effort will be in vein.
You're working in a nut booth, you know the type, selling a selection of pick and mix nuts to the public at stations. Your one is based at Wimbeldon in South West London. A customer comes in and selects some nuts. You weigh them and it comes to 0.74p. The customer is a regular customer, you recognize him. As he goes to pay, a £1 coin falls from his bag onto the counter and promptly disappears. You both search under the counters, in between the pre-packed packs...everywhere, but it can't be found.
You have a choice:
1. Tell the customer that you'll find it later on and not to worry, letting the customer keep the nuts and take the change too
2. Tell the customer not to worry, keep the nuts, but no change
3. Ask the customer for the 0.74p as you can't find the £1 and you're not sure what the coin was anyway
My point. In any business environment, it's important to join up the functions that touch a customer. It's all very well being masters of lead generation and marketing communciations, but if the customer experience falls down, all of that effort will be in vein.
Excellent enterprise piece. Actually useful for my business as I am a startup company and continuously seeking to improve operations. One of the best ways to find out about enhancements is through reading a lot of articles and blogs. Thanks.