The UCE: A Matter of Leadership
“Do what you do so well that they will want to see it again and bring their friends.”
Organizations that survive during hard economic times are the ones that create an EXPERIENCE for their customers. This is just one of the things we learned from Scott McKain during his presentation on the Ultimate Customer Experience at this year’s Management Conference in San Diego. It’s a lesson that prompted the development of a complementary Webinar for CEDIA’s Survival of the Fittest club members.
In June, CEDIA hosted “The Ultimate Customer Experience—A Matter of Leadership.” Webinar attendees learned the dynamics of interacting with today’s customers, who are more time-sensitive and demanding than ever before, have higher expectations of product and service performance, and focus on feelings as much as product and service delivery.
Attendees were introduced to the three levels of customer interaction: processing (take a number, the DMV, the airlines), service (all the things companies do to make processing acceptable) and the experience. The experience level is where all companies must strive to be—interacting on a personal and enjoyable level with their customers. This is where you’ll attract and retain loyal customers and revenue opportunities.
So how does today’s electronic systems contractor deliver the Ultimate Customer Experience? According to Jeremy Burkhardt, the facilitator and subject-matter expert for this Webinar, it starts with leadership. It begins with embracing reality, living in the now, and taking advantage of all that life has to offer. As entrepreneurs, being able to create and deliver the UCE relies heavily upon focusing on your personal strengths and being cognizant of your weaknesses, enabling yourself to take advantage of opportunities to learn and grow. By seeking out education in strange and new places on a daily basis, you’ll be better equipped to set the tone for your organizational culture and educate employees on how to interact with customers.