Change the Average Customer Experience

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average customer experience

Change the Average Customer Experience

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We are always evaluating. Often we size things up, make a determination or a judgment. Bias might come into play and sometimes stereotyping. Have you thought about how to change the average customer experience?

Everywhere you go people are trying to deliver exceptional customer service. In some cases, we may argue that sometimes they aren’t really trying at all. Ask people what they want in the customer experience and they might tell you. Others will never say a word or respond to a survey.

Average Customer Experience

Organizations do it all the time. They try to hire people who are just like the rest of the team. Looking for the fit, it is what they do. How many really up their game? How many look for the best of the best instead of just what fits?

The customer experience delivered by your organization is really about the culture. It is a collection of values and beliefs delivered across time that may now be identified as a tradition. It is not just a department and it is not just the responsibility of closing a sale.

What your customers may get, at best, is an average experience. It’s an average when you aren’t making moves to do something bigger, better, and bolder than the rest.

Your customer has a measurement, a bar, an experience that sets the standard. Anytime someone surpasses the standard they have received exceptional service. In those situations, their experience is above average.

Change the Experience

What if your organization hired differently or if you invited new members to the committee? What if you asked the front line, listened better, and changed more? Would you, could you, increase the average experience for your customers?

Who is in your network? You might be part of the average calculation.

What are your favorite restaurants? They set your average experience.

What do you buy online? Shopping online is part of your average shopping experience.

If you are going to change your average, when you want to create a better customer experience, you are going to have to do something different.

It takes guts and effort to make a difference.

Average is easy.


Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a four-time author and some of his work includes, Forgotten Respect, Navigating A Multigenerational Workforce and Pivot and Accelerate, The Next Move Is Yours! Reach him through his website at or by calling +1 646.546.5553.

Dennis Gilbert on Google+

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