The Verghis Group

New customer experience – a wonderful example

By Phil Verghis on August 3, 2009

One of the most under-rated yet powerful tools we have at our disposal as customer support/service folks is a well thought out customer lifecycle plan (complete with a timeline). This involves formally mapping out customer touchpoints along the customer lifecycle starting with the transition from sales to support all the way to ‘exiting’ the customer when they leave the  business.

As part of this lifecyle and timeline, the first few days of a customer relationship is recognized and treated as importantly as in a personal relationship. A little effort at the right time will go a long way in making the relationship smoother. 

I was given a powerful reminder of this yesterday while visiting ValueLabs as part of a client engagement in Hyderabad, India yesterday.

I was welcomed at the airport by a driver with a sign, and an admin assistant. I was given a local Indian cell phone with all the numbers I would need pre-programmed. If you travel a lot, you know that the cost of using your cell phone internationally can take a year off your retirement savings, and figuring out all the local codes vs. national codes is not a trivial matter. This was a most welcome touch.

When I arrived at the facility the next day, the cab driver (arranged by the company) had clearly been given instructions to call ahead to let them know I was on the way.  I was welcomed with flowers and a ‘VIP’ badge. Very nice touches, and it showed an attention to detail for the customer  experience that is unusal.

What are you doing to make your new customer experience a special one?

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