05 Oct Make the right changes to your customer experience by learning from a 3-year-old
Customer Experience – What is it?
Put simply it’s a measure of how satisfied your customers are whenever they engage with your business, either face to face or online.
This experience is in your hands, so do you leave your customer experience to chance or design it deliberately?
Before you decide, here is a great story from a young customer who had a great customer experience.
Lily Robinson (aged 3 and ½) had observed that Sainsbury’s Tiger bread, actually looked more like a giraffe than a tiger, so she wrote them a letter suggesting a name change to Giraffe bread.
She received a letter back, declaring that this was a brilliant idea and that it was named a long time ago by someone who was perhaps a little silly!
Lily’s letter said: “Why is tiger bread called tiger bread? It should be called giraffe bread. Love from Lily Robinson age 3 and 1/2”.
Chris King from the Sainsbury’s customer services team wrote back: “I think renaming tiger bread giraffe bread is a brilliant idea – it looks much more like the blotches on a giraffe than the stripes on a tiger, doesn’t it?”
But he went on to explain how it had got its name: “It is called tiger bread because the first baker who made it a loooong time ago thought it looked stripey like a tiger. Maybe they were a bit silly.”
He included a £3 gift card and signed the letter “Chris King (age 27 & 1/3)”. The exchange began trending on numerous social media platforms.
Sainsbury’s changed the name of the bread and issued this statement:
“In response to overwhelming customer feedback that our tiger bread has more resemblance to a giraffe, from today we will be changing our tiger bread to giraffe bread and seeing how that goes,” the supermarket said.
This response from Sainsbury’s is clearly an example of a great customer experience.
Have you ever changed something in your business because of a customer reaction to it?
Remember, what your customers think and feel about your business will determine your success or failure.
Click here to access our Business Bitesize library that includes our downloadable “Winning Customer Experience” report learn how to be more like Sainsbury’s when it comes to customer experience and secure the future of your business.