Stop Trying to Control the Customer Experience
Whether you’re aware of it or not, every interaction your company has with its customers contributes to their larger experience with your organization. Perhaps your company knows this and carefully and thoughtfully crafts each experience in hopes of influencing opinions. But, despite calculated efforts, customers will not always perceive your company as you wish. People don’t behave or react exactly how you expect they will, but don’t give up because of this unpredictability. Accept it as part of the challenge and frequently monitor what customers are experiencing. By getting their input and feedback, or better yet, observing them in real time, you can adjust efforts accordingly. Perfect control is not necessary to influence their opinions. Continue to aim for the ideal and make modifications as needed.