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People: a key differentiator

In: Building Great Customer Experiences

Author

Listed:
  • Colin Shaw
  • John Ivens

Abstract

Have you ever looked at some people and thought, ‘Gee, if only I could clone you, if only I could have an army of people like you, then my customer experience would be great all the time!’? There are some people who are just naturally good with people. These people are able to make you feel like a king. They make you feel that you could tell them all your troubles and they will make them disappear. You trust these people implicitly. You know they want to do what is best for you and they are being selfless. Just take a moment: who are these people in your life? Picture them in your mind. What makes them like that? What is it they do? Just for a moment, hold that person in your mind. Now give some thought to who was your best teacher. Again picture that person in your mind. What made that person the best? Why did you select him or her from among all the others? Finally, think about the best leader you have ever had. What was it that made him or her the best? What did he or she do? How did he or she act?

Suggested Citation

  • Colin Shaw & John Ivens, 2002. "People: a key differentiator," Palgrave Macmillan Books, in: Building Great Customer Experiences, chapter 6, pages 101-116, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-55471-9_6
    DOI: 10.1057/9780230554719_6
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