If you could change one thing about your competitor’s customer experience that would make them fold, what would you change? Literally think of specific customer service situations that could occur that could hurt another company’s business.
To spur your thoughts, think about a key competitor of yours. Now here are some suggestions to consider:
- Ensure your competitor doesn’t respond to e-mails.
- Make sure there is conflicting information on the website, at the storefront, in customer forms, and provided on the phone.
- Miss deadlines.
- Ensure your competitor’s customers wait for long periods of time without telling them the length of the wait or explaining the reason for the delay.
- Have staff argue with each other in front of customers.
- Avoid greeting customers when they come in, never smile during the encounter, and don’t thank them at the end.
- Make sure your competitor’s employees never apologize or say “I’m sorry” for an issue.
Am I suggesting these because I want you to subvert the success of your competitor?
No, I’m suggesting these scenarios (and whatever other scenarios you come up with) because they are the same reasons why customers could leave your business. Or even if you’re in a government organization, these are the reasons why the customer will call to complain or post hateful diatribes on social media.
Take a minute to be subversive. Brainstorm on how to bring down the customer experience of others. Then, use that brainstorming information to evaluate your own organization. Ensure you plug the leaks in an otherwise strong customer experience so that your company’s customer service doesn’t drive customers away.
Strategize on Sinking Your Competition.