Management Tip of the Day: Managing the customer experience

Wed Dec 22, 2010 10:26am EST
 
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BOSTON (Reuters) - Every interaction your company has with its customers contributes to their larger experience with your organization, according to Harvard Business Review.

The Management Tip of the Day offers quick, practical management tips and ideas from Harvard Business Review and HBR.org (www.hbr.org). Any opinions expressed are not endorsed by Reuters.

"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."

-Today's management tip was adapted from "Understanding Customer Experience" by Adam Richardson.

 
<p>A shopper buys vegetables on a market in Nice southern France, February 28, 2008. REUTERS/Eric Gaillard</p>