Written by Sonal Jaiswal | Evangelist, Customer Guru
This week Customer Guru is bringing to you some customer experience lessons from Elon Musk, the co-founder of massively successful companies such as PayPal, Tesla Motors and SpaceX. The organizations that he has been associated with are as different as chalk and cheese. Paypal operates a worldwide online payments system and is one of the world’s largest internet payment companies; Tesla is an automotive and energy storage company that designs, manufactures, and sells electric cars, and SpaceX is the first privately funded company to launch a spacecraft.
Here are some CEx lessons from the man who has always aimed at doing things that are different, and doing them differently.
It’s very important to have a feedback loop, where you’re constantly thinking about what you’ve done and how you could be doing it better.
It is not a coincidence that the biggest business leaders have the same advice – that feedback is extremely important. And it is not just collecting feedback that makes the difference, acting on it does.
Self-awareness is also critical in improving your relationship with your customers. It is important to be cognizant of what your customers want, what you are doing to help them, and how you could make things better for them. Understand how your actions can have an impact on your customers. Encourage your employees to ponder over the existing systems and come up with solutions to glitches.
You want to be extra rigorous about making the best possible thing you can. Find everything that’s wrong with it and fix it. Seek negative feedback.
After all, great customer experience is nothing but the match between customers’ expectations and the performance of your product/service. Go ahead, seek negative feedback and fix every little thing that spoils customer experience. And then deliver the best possible experience!
If something is important enough, even if the odds are against you, you should still do it.
While this one is not really specific to Customer Experience, it is a very inspiring lesson that could be applied to all aspects of our lives!
Are there more such iconic leaders who have inspired you to enhance your customer experience practices? Do let us know and we shall be glad to bring in some motivating lessons from them!