Your Customer Wants You To Hold Them Tight
“Customer-centricity” is a nice couple of words, but normal people don’t talk like that. What does it mean? Can we get real?
Corporate-speak is holding us back.
“Customer-centricity” sounds like what a drab, robotic, cold and calculating corporate drone might say. What if we stopped being fearful of emotion, of kindness, of humanity?
Last week, a customer service agent blew my mind. I was furious when I called them, but I hung up grateful a minute later. It was the first time in my life I’ve had this experience.
Against all odds, it happened here in my native country of France.
France is renowned for its culture of customer-disservice. Two centuries ago, when we chopped off our King’s head, we earned the right for every citizen to never have to be servile to anybody anymore.
It took a lot of blood to earn this right, so you bet that any French person, no matter how low their pay, no matter how rich the client, would rather die than act like a servant, an inferior. It’s the customer that must…
