Respect Your Customers with a United “You Know Me” Experience

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Today’s video is an excerpt from my online course, inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. 

The following is a lightly edited transcript of the video.


Why is delivering a one company and united “you know me” experience across our organization, a sign of respect and appreciation that we must show our customers? And yet, some companies are still asking their customer to re-tell their story to each person or with every interaction.

Accenture found that 80% of customers get frustrated because they need to repeat their issues to multiple representatives. Or, they need to repeat their stories to retail merchants who simply don’t know them or don’t have the tools to know who they are.

PriceWaterhouseCoopers says that by 2020, the demand for that one-company, omni-channel experience will be amplified by the need for near-perfect execution for our customers. Many customers, up to 80% in fact, think brands need to put more effort into providing a consistent, multi-channel experience where you know who they are, where they feel known.

Many customers, up to 80% in fact, think brands need to put more effort into providing a consistent, multi-channel experience where you know who they are, where they feel known. #CustExp #CX Click To Tweet

Would you make your mom keep re-introducing herself to you? With all of us expecting a “you know me” experience, industries that aren’t yet delivering it to us feel a little behind as customers, don’t they? And that is our opportunity.

The people and the companies—who know who we are, who record our behaviors and our purchases—are those who we gravitate to, are those who we want to give our business to.

With Netflix, Amazon, and even banks like First Direct, keeping our data organized to know us and deliver that relevant we know you experience. Every company needs to build up that same capacity for caring, by knowing and delivering those relevant and personalized experiences.

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How would your company act if every customer were your mom?

How do we cut through the rigmarole of business to give customers the treatment they desire, and employees the ability to deliver it?

In her latest book, customer experience expert Jeanne Bliss recommends making business personal to get the traction you need by focusing on one deceptively simple question: “Would you do that to your mother?”

Learn More


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