What People Magazine Knows About Customer Experience Management

When Seal and Heidi Klum called it quits earlier this year, they reported having “grown apart’, a common theme among Hollywood power couples; they come together in a storm of romance, and beat a hasty retreat at the first sign of trouble. They gush about their new beau when things are new, but lose interest once their needs inevitably change.

So, what about your relationship with your customers? Sure, you probably don’t have paparazzi following you to every meeting, luncheon, or conference, but when things change, business relationships can fall prey to the same pitfalls as Hollywood romances do.

How do you know when your customer’s needs have changed? Do you know what’s important to them - now? And on the flip side, how do you let your customers know when your needs have changed?

For starters, not all customers leave suppliers because of price, products or options. Research tells us that most leave because they feel that their current supplier doesn't understand them or their needs. There’s that word again: needs.

So, how are you staying ahead of your customer’s changes? How are you letting them know that you care about them? Here are few tips for making sure that your company doesn’t end up on the cover of People magazine.