A Key Ingredient for Customer Experience: Time

It takes time to delight your customers.

So many organizations talk a lot about focusing on the "customer experience" and working to deliver an exceptional one, which is a great thing to do. However, there is a fundamental element that is required in order to be able to do this well. Time.

Employees who are "customer facing" cannot possibly be expected to consistently deliver a great experience for the customer, if they themselves are always feeling overwhelmed and rushed with the responsibilities of their job.

We have all been there - deadlines looming, tasks piling up, work coming at you fast and furious. Now imagine this is your everyday. However, as part of it, you are also expected to stop, interact with, and take great care of the customer. How can you truly be expected to do this well when you constantly feel the clock ticking on all of your deliverables? 

What this requires is someone who is a master of self-control and emotional regulation, that has the ability to switch between the stressed state they operate in, to one of curiosity and patience, when interacting with the customer. That's asking a lot. And most companies don’t offer “jedi training” on how to become that master of Zen.

So before organizations spend a lot of time mapping out their customer journey and drawing up talking scripts, they would be wise to look first at their front line people. How can they ensure these employees have the time, to be present, in the proper head-space, to truly care about the customer’s needs, so that they can offer a delightful experience?

Organizations that can accomplish this will show not only their customers, but their employees, that they truly do care about the customer experience. They will demonstrate that they understand the way to build a life-long customer, is to allow the time for their employees to foster a connection, and deliver service at a higher level. I promise that customers will feel the difference and they will reward you for it.