Changing What Your Customers Think of You
Recently, the CEO of an IT company approached one of his disgruntled customers with a simple message: “I know you’re unhappy with our customer service over the past few months. I imagine you’ve developed some rather negative beliefs about us and I’m here to find out exactly what those beliefs are, so we can change them.” After the surprised customer delivered a detailed description of her beliefs and the experiences that had created them, the CEO surprised her again by saying, “These are not beliefs we want you to hold, so we’re going to create a whole new set of experiences for you—experiences that will lead to brand new beliefs about us.” The audience was a little befuddled at the kind of customer engagement the CEO was executing.
For the next several minutes the CEO discussed the protocols of Prosyn, a cyber security firm that he knew intimately, he spoke […]