• Svetlana posted an update in the group Group logo of Customer Experience CultureCustomer Experience Culture 6 years, 7 months ago

    There was one very good Sushi restaurant close to my house that we always used to go to. Their food was amazing, staff was friendly and caring, beautiful atmosphere and great overall experience. Not too long ago, it was bough by a different company and the only things they changes were the name (slightly changed) and people who worked there. The menu, food, design, hours – everything else stayed the same. But because of different managements and people, their organization culture has changed dramatically and it was very noticeable by us, customers.
    The way staff responded to requests and questions, the way they communicated between each other and treated other customers – everything showed a poor culture. Regardless of the fact that the price, physical environment and price remained the same – the experience was completely different now, and the restaurant was no longer on my favorites list. In fact, i don’t even remember the last time I was there.
    Customer Experience Culture is definitely the area of any organization that cannot be ignored and is vital for building quality relationships with the customers.

    • This is very typical and i have seen this a number of times, even when a company doesnt change hands. Unless the culture is worked at, monitored and every member of staff is committed to the idea, there will be issues.

      So many things can influence the way staff will behave, and even if you have spent a long time building up a culture it only takes two or three bad instances to undermine all the previous good work.

      It would be interesting actually to truly understand how many bad interactions a good company can tolerate before customers dont return and alternatively how many good interactions customers require to make it a favorite destination.

    • Agree, it would be very interesting to see that. It will probably take way more good interactions to earn customers’ favorable impression than bad interactions. One bad interaction can ruin the whole experience and impression. It is important to build loyal customer relationships that can minimize the risk of losing a customer due to one bad interaction as loyal customers are also more forgiving.

    • Yes Svetlana, you are so right! For example in the past, each month I was buying magazines in one kiosk which is located inside the metro just on my way home from work and I always walk past it. But one day, I went as usual to the kiosk to look through magazines and select which magazine to buy and the seller suddenly asked me with a rude tone: “Will you buy or just looking? ‘. I replied that I´m just looking at the moment. His question humiliated me and his tone of voice discouraged any desire to buy anything from him. After this incident it´s like a year that I never come in this kiosk and don´t buy there absolutely anything, even though I walk past it every day. In such cases, I always ask myself the question: “Is the owner / seller doesn´t understand how important it is to treat their customers with respect and kindness when you have so many competitors and you’re not a monopolist, and the customer can always go to your competitor?”

    • Interesting topic is how to keep the Customer Experience Culture and maybe adopt it when you buy a company? how to save the loyality of the customers?
      What is coming to my head is that you need to keep key people from the old team which are ‘culture holders’ and motivate them by certain measurable KPI to further success of a new company.
      Like Sberbank did with Troika (though don’t know how successful it was).
      But this works I think only when you are happy with current qulaity of CEC.

    • I completely agree with you, Alexander. If a company buys another one with intentions to continue their culture and organizational processes, it would be definitely beneficial to keep key personnel or even everyone who contributed to building successful environment.

    • With food that is what happens. Restaurants are not just selling you food, they are also selling you the atmosphere of the restaurant and the experience of being catered to. When one item is not being done properly, in this case the people providing the experience, then it falls apart. It is hard to make this apply to other industries, though, because restaurants focus on three different customer desires unlike other industries that just focus on one. Banks are there because we want some financial products, so this experience wouldn’t apply to a bank.