I’ve spoken to a number of businesses over recent years about customer experience. What I find concerning is that there seems to be a common belief that they are already customer-centred. They already listen to their customers, and they don’t need to pay much attention to customer...
Businesses should be more human-centred
We see right through other people who are just out for themselves. We do the same when we come into contact with a business.
Whenever a potential customer interacts with your company, they are making a judgement about their experience. If they don’t feel respected as individuals, and if the exchange feels too one-way, they will seek an alternative provider. One who caters to their needs more carefully.
For 20 years, I’ve been helping top-tier companies deliver impactful user experiences by being more human-centred. What does this mean?