Jacky Leonard's blog

Archive entries for: May-2018

Are you delivering authentic, relevant customer experiences?

Categories:  Delivering Authentic Customer Experiences

Customers are seeking more personalised, authentic and relevant experiences. Mass marketing, or a one size fits all customer experience, deliver diminishing returns and dilute customer relationships. 

Joanna Causon, Chief Executive of the Institute of Customer Service (ICS)


I don't know about you...but I’m fed up with bad attitudes, slow service and empty promises from service providers who no doubt mean well, but seem to have forgotten why they’re there. Customers are the life blood of any business and should be treated with the care, attention and respect they deserve.

Did you know that recent research by the ICS shows the highest performing organisations see customer service as integral to their business performance and proactively seek ways to measure its impact?

It seems, like me and are seeking the services of real people in companies that:

  • consistently provide a friendly, genuine and honest approach to business
  • appreciate the need to develop sustainable, mutually beneficial relationships with clients
  • can be counted on and trusted
  • bother to listen to their clients’ needs, challenges and problems and offer appropriate, bespoke solutions, not a one size fits all

Customers can afford to be more discerning as they are now spoilt for choice, having access to a wide array of service providers and numerous options.  All of these are accessible, faster and more cost effectively than ever.  So, if they choose you, be honoured, be grateful and be mindful that they can and will switch allegiance if you fail to meet their expectations. 

In fact, failure to deliver authentic customer experiences can result in…

•         A loss of reputation

•         Shrinking profits

•         Low staff morale

•         Increased staff turnover 

•         Increased client attrition

•         Higher recruitment costs (employees and clients)

•         Reduced organic growth

•         Loss of up-selling and cross-selling opportunities

•         Wasted time, effort and money

Or as one of my clients succinctly said:

When we get it wrong we’re handing our customers to the competition on a silver platter.

If you are an independent professional, or own a small business offering services, solutions or experiences to your customers and you want to thrive in an increasingly competitive market, your ability to provide an authentic service people can trust is even more important.

I’ve published a book that will help you retain a loyal customer base, who love what you do, can’t wait to tell their friends and family, and are happy to steer new clients to your business rather than to the competition.  

The e-version is currently available on Amazon.

Follow this link to check it out and download a copy http://amzn.to/2FfRyqO