Just short of a year ago I wrote a piece called: When it comes to customer experience in 2018, can we make boring the new cool?
The piece advocated for brands to “consider throttling back on our obsession with what’s next, what’s new and what’s hot and start to focus more on the present.” As a result, that would lead to brands focusing on “being brilliant at the basics and delivering better and more consistent outcomes for customers and employees.”
Now, when I have discussed this with folks in workshops or at conferences in different parts of the world, many people agree with the sentiment of the idea but struggle with the idea of where to start when it comes to identifying and articulating what the basics are and what they mean for their businesses.
Faced with that confusion, I often suggest dialing things back a bit and remembering that we are all in the business of building better relationships with our customers and our people.
Therefore, would that then not be a good place to start i.e. the relationships that we have with our customers and our people and the things that we do to support those relationships?
I would argue that if every business was to go back to the basics of building relationships, with their customers and their people, and operated under some basic principles and behaviour standards then that would go a long way towards helping us be brilliant at the basics. In addition, I believe we’d also see a marked improvement in service and experience levels as well as improvements in customer retention and loyalty.
So, here’s my two-penneth around 6 simple relationship and behaviour standards* that, I hope, could act as a decent starting point:
These are 6 starter principles.
What do you think? Agree?
Can you think of a 7th? Or, an 8th?
I would argue that each of these on their own cannot be argued against.
But, when combined and and implemented I think they become a powerful foundation for better relationships with our people and our customers and helping us on our road towards being brilliant at the basics.
*Note: These principles are an updated and edited version of principles contained in The RARE Manifesto: What if….?, which appeared on the ChangeThis.org site nearly 7 years ago.