"Remind me of your name again?" The barista asked me as he was holding my credit card. I stared blankly at him and eyed my credit card, he still didn’t follow my cue.
I couldn’t make it up if I tried.
I work with many companies on digital transformation, and while we implement the latest technology in parallel I always remind them to not forget the simple acts that have the biggest impact.
No customer will ask for the most complex technical solution, but remember their name and they are more likely to keep coming back.
Don’t focus on new features and service if your fundamental features don’t work. I’ve not been able to deposit checks remotely for the last year because of a clever new system that was rolled out. That isn't progressing, don’t focus on the shiny new parts if the basics are failing.
When did you last mystery shop your own company? Are you skipping the simple solutions that your customers are craving?
I share more examples in my second book: Rapid Growth, Done Right: Lead, Influence and Innovate for Success, Kogan Page, which launches in May 2020.
You can pre-order here Amazon US and amazon.co.uk.
Dedicated to growing your business,
Val
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