{"id":1205,"date":"2018-04-23T12:08:42","date_gmt":"2018-04-23T12:08:42","guid":{"rendered":"https:\/\/www.cxformula.com\/?p=1205"},"modified":"2024-01-29T17:19:09","modified_gmt":"2024-01-29T17:19:09","slug":"is-your-customer-the-hero","status":"publish","type":"post","link":"https:\/\/www.cxformula.com\/is-your-customer-the-hero\/","title":{"rendered":"Is Your Customer The Hero?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"1205\" class=\"elementor elementor-1205\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-3e6ddb2 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3e6ddb2\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-9105d80\" data-id=\"9105d80\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-40a228c elementor-blockquote--skin-quotation elementor-blockquote--button-color-official elementor-widget elementor-widget-blockquote\" data-id=\"40a228c\" data-element_type=\"widget\" data-widget_type=\"blockquote.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor-pro - v3.21.0 - 30-04-2024 *\/\n@charset \"UTF-8\";.entry-content blockquote.elementor-blockquote:not(.alignright):not(.alignleft),.entry-summary blockquote.elementor-blockquote{margin-right:0;margin-left:0}.elementor-widget-blockquote blockquote{margin:0;padding:0;outline:0;font-size:100%;vertical-align:baseline;background:transparent;quotes:none;border:0;font-style:normal;color:#3f444b}.elementor-widget-blockquote 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.elementor-blockquote:before{content:\"\u201c\";font-size:100px;color:#f9fafa;font-family:Times New Roman,Times,serif;font-weight:900;line-height:1;display:block;height:.6em}.elementor-blockquote--skin-quotation .elementor-blockquote__content{margin-top:15px}.elementor-blockquote--align-left .elementor-blockquote__content{text-align:left}.elementor-blockquote--align-left .elementor-blockquote .e-q-footer{flex-direction:row}.elementor-blockquote--align-right .elementor-blockquote__content{text-align:right}.elementor-blockquote--align-right .elementor-blockquote .e-q-footer{flex-direction:row-reverse}.elementor-blockquote--align-center .elementor-blockquote{text-align:center}.elementor-blockquote--align-center .elementor-blockquote .e-q-footer,.elementor-blockquote--align-center .elementor-blockquote__author{display:block}.elementor-blockquote--align-center .elementor-blockquote__tweet-button{margin-right:auto;margin-left:auto}<\/style>\t\t<blockquote class=\"elementor-blockquote\">\n\t\t\t<p class=\"elementor-blockquote__content\">\n\t\t\t\t\u201cWe are all the hero of our own story\u201d\t\t\t<\/p>\n\t\t\t\t\t\t\t<div class=\"e-q-footer\">\n\t\t\t\t\t\t\t\t\t\t\t<cite class=\"elementor-blockquote__author\">Mary McCarthy.<\/cite>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/blockquote>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-388025d elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"388025d\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 30-04-2024 *\/\n.elementor-widget-divider{--divider-border-style:none;--divider-border-width:1px;--divider-color:#0c0d0e;--divider-icon-size:20px;--divider-element-spacing:10px;--divider-pattern-height:24px;--divider-pattern-size:20px;--divider-pattern-url:none;--divider-pattern-repeat:repeat-x}.elementor-widget-divider .elementor-divider{display:flex}.elementor-widget-divider .elementor-divider__text{font-size:15px;line-height:1;max-width:95%}.elementor-widget-divider .elementor-divider__element{margin:0 var(--divider-element-spacing);flex-shrink:0}.elementor-widget-divider .elementor-icon{font-size:var(--divider-icon-size)}.elementor-widget-divider .elementor-divider-separator{display:flex;margin:0;direction:ltr}.elementor-widget-divider--view-line_icon .elementor-divider-separator,.elementor-widget-divider--view-line_text .elementor-divider-separator{align-items:center}.elementor-widget-divider--view-line_icon .elementor-divider-separator:after,.elementor-widget-divider--view-line_icon 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var(--divider-color)}.elementor-widget-divider--separator-type-pattern{--divider-border-style:none}.elementor-widget-divider--separator-type-pattern.elementor-widget-divider--view-line .elementor-divider-separator,.elementor-widget-divider--separator-type-pattern:not(.elementor-widget-divider--view-line) .elementor-divider-separator:after,.elementor-widget-divider--separator-type-pattern:not(.elementor-widget-divider--view-line) .elementor-divider-separator:before,.elementor-widget-divider--separator-type-pattern:not([class*=elementor-widget-divider--view]) .elementor-divider-separator{width:100%;min-height:var(--divider-pattern-height);-webkit-mask-size:var(--divider-pattern-size) 100%;mask-size:var(--divider-pattern-size) 100%;-webkit-mask-repeat:var(--divider-pattern-repeat);mask-repeat:var(--divider-pattern-repeat);background-color:var(--divider-color);-webkit-mask-image:var(--divider-pattern-url);mask-image:var(--divider-pattern-url)}.elementor-widget-divider--no-spacing{--divider-pattern-size:auto}.elementor-widget-divider--bg-round{--divider-pattern-repeat:round}.rtl .elementor-widget-divider .elementor-divider__text{direction:rtl}.e-con-inner>.elementor-widget-divider,.e-con>.elementor-widget-divider{width:var(--container-widget-width,100%);--flex-grow:var(--container-widget-flex-grow)}<\/style>\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f507c31 elementor-widget elementor-widget-text-editor\" data-id=\"f507c31\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 30-04-2024 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p>One of the biggest mistakes companies make when it comes to creating an unforgettable customer experience is that they really don\u2019t understand their customers wants and needs.<\/p><p>One of the most fundamental human needs, is to be the hero of our own story. We all believe that our dramas are more important, our challenges are bigger and our triumphs are more justified than anyone else.<\/p><p>It isn\u2019t narcissism, it\u2019s just human nature.<\/p><p>We are all the hero in our own story.<\/p><p>Whether your customer is trying to pull off a Princess wedding on a waitress\u2019 salary or struggling to get home in time to watch his son\u2019s baseball game, what your customer is looking for is someone who understands them and can help them get to where they want to be. You need to position your company as the guide who can help them get there \u2013 NOT the hero!<\/p><p style=\"text-align: center;\"><a href=\"https:\/\/www.youtube.com\/watch?v=KwKO6uy_yP4\" target=\"_blank\" rel=\"noopener\">Just like Southwest Airlines Did When Melissa Lost Her Bag [Watch Video]<\/a><\/p><p><a href=\"https:\/\/youtu.be\/KwKO6uy_yP4\" target=\"_blank\" rel=\"noopener\"><img fetchpriority=\"high\" decoding=\"async\" class=\"wp-image-1208  aligncenter\" src=\"https:\/\/www.cxformula.com\/wp-content\/uploads\/2018\/04\/southwest-blog-post-video.jpg\" alt=\"\" width=\"755\" height=\"418\" \/><\/a><\/p><p>You\u2019re probably thinking: that\u2019s pretty straightforward. I can do that.<\/p><p>But can you?<\/p><p>Do you know how to make your customer the hero?<\/p><p>Be honest&#8230;<\/p><p>It\u2019s not that easy. In fact, most leaders struggle to make their customer the hero because it\u2019s easier to talk about ourselves. And most entrepreneurs and business owners are focused on talking about themselves because that\u2019s what everyone else is doing. Everyone is focused on telling their customers why their company is the best fit that they miss out entirely on what their customers are actually trying to achieve.<\/p><p>In Melissa\u2019s case &#8211; most companies would have simply apologized and said there was nothing they could do to get her bag by the beginning of her race \u2013 right?<\/p><p>Anyone who has ever lost their luggage on a flight has likely had a similar experience and settled on buying some clothes to wear until your bag arrives, just as Melissa was considering doing.<\/p><p>It was only because Reecie, a 30 year veteran of the military was able to understand how important the race was to Melissa and how not getting her bag would affect her teammates that this story happened at all.<\/p><p>Reecie saw a chance to make Melissa the hero for her team and create an unforgettable customer service experience<\/p><p>\u201cThe time a Southwest employee drove 6 hours round trip to get a customer\u2019s bag so that she could make her race.\u201d<\/p><p>And luckily she was supported by a company that allowed her to drive 3 hours each way to get Melissa her bag.<\/p><p>There were many points in this customer experience where things could have broken down.<\/p><p>Reecie could have been too busy dealing with other passengers\u2019 complaints to actually listen to Melissa and hear her.<\/p><p>She could have decided that missing a race wasn\u2019t that big of a deal.<\/p><p>Her manager at Southwest could have decided that it wasn\u2019t a good use of personnel to have Reecie drive 3 hours each way to deliver a lost bag.<\/p><p>ut at each step, the company asked what they could do to put Melissa in the best position to succeed.<\/p><p>At each step they decided to make Melissa the hero of her story.<\/p><p>That\u2019s what your company needs to do as well if you want to really connect with your customers and create experiences that they will never forget.<\/p><p>And when you create experiences your customers never forget, well, they will never forget! And they\u2019ll likely share their experience with everyone they know.<\/p><p>Something tells me Melissa won\u2019t be flying any other airline if given the choice ever again, all because an employee and a company took the time to make their customer the hero of her own story.<\/p><p>How are you making your customers the hero?<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>\u201cWe are all the hero of our own story\u201d \u2013 a common expression often attributed to Mary McCarthy.<br \/>\nOne of the biggest mistakes companies make when it comes to creating an unforgettable customer experience is that they really don\u2019t understand their customers wants and needs. One of the most fundamental human needs&#8230;<\/p>\n","protected":false},"author":1,"featured_media":1221,"comment_status":"closed","ping_status":"open","sticky":false,"template":"elementor_theme","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[41],"tags":[8,21,19,10,20,11],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.cxformula.com\/wp-json\/wp\/v2\/posts\/1205"}],"collection":[{"href":"https:\/\/www.cxformula.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.cxformula.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.cxformula.com\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cxformula.com\/wp-json\/wp\/v2\/comments?post=1205"}],"version-history":[{"count":26,"href":"https:\/\/www.cxformula.com\/wp-json\/wp\/v2\/posts\/1205\/revisions"}],"predecessor-version":[{"id":3334,"href":"https:\/\/www.cxformula.com\/wp-json\/wp\/v2\/posts\/1205\/revisions\/3334"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.cxformula.com\/wp-json\/wp\/v2\/media\/1221"}],"wp:attachment":[{"href":"https:\/\/www.cxformula.com\/wp-json\/wp\/v2\/media?parent=1205"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.cxformula.com\/wp-json\/wp\/v2\/categories?post=1205"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.cxformula.com\/wp-json\/wp\/v2\/tags?post=1205"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}