Effective customer experience management is based on three parameters: the 3Cs. The 3Cs are as follows: competency, courteousness, and care.
Starting with the basics, competency, we understand that if a company fails here, it will hardly meet the expectations of the customer, as it shows weaknesses of the business. For instance, a hotel guest, whose room is relatively dirty or food in the restaurant is tasteless and indifferent, will obviously be greatly displeased.
However, if all goes well, then we move to the equally important courteousness. The hotel staff, the cashier or the salesperson is polite and smiling. We understand that if such a thing is not true, then the customer's experience, although the first C passed the tests, will be negative.
Most of the businesses offer both Cs satisfactorily. These businesses from scale 1-5, thet get a 3 or at best a 4. But what it takes in order to get the absolute 5?
Unfortunately, the staff of these companies understands that they are paid to provide only the first two Cs. However, without the third C, care, personalization is lost, the relationship with the customer is weak and indifferent.
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In our example, the polite receptionist asks the guest what they would like to see, how their son is (who was sick the previous day), and if they need anything, or if they liked the cocktail they recommended, etc.
Obviously, it is the last C that makes the difference, that creates enthusiastic customers, that builds loyalty. Because, as they say, "there are no traffic jams along the extra mile"! Or as Roosevelt quoted: "People don't care how much you know, until they know how much you care".