CX Blog

Mahatma Gandhi and CX – an unlikely correlation!

How amazing is it that Customer Experience Day 2018 coincides with the birthday of Mahatma Gandhi – one of the greatest leaders of all time. Apart from giving us profound lessons on the power of Ahimsa – non-violence – Gandhiji gives us some insightful lessons on customer experience. Don’t believe us? Read on to know more!

We at CustomerGuru would like to pay a tribute to the Mahatma by sharing some of his philosophies that have some subtle but amazing lessons for customer experience professionals.

“The best way to find yourself is to lose yourself in the service of others.”

Isn’t this the cornerstone of customer experience? Losing oneself in the service of others, providing the best possible service and delighting the customer is the essence of customer experience.

“Service which is rendered without joy helps neither the servant nor the served. But all other pleasures and possessions pale into nothingness before service which is rendered in a spirit of joy.”

There is no better joy in seeing your clients delighted and happy. The icing on the cake is knowing that you and your organization are the reason behind it. Isn’t that feeling priceless? It is true that being in the customer experience industry is priceless – not everyone gets a chance to serve others. And serving others with joy only makes one more joyful and satisfied.

“To lose patience is to lose the battle.”

What an amazing thought to keep in mind when we are dealing with disgruntled customers. Remember, you have lost the customer when you have lost your patience.

“A ‘No’ uttered from the deepest conviction is better than a ‘Yes’ merely uttered to please, or worse, to avoid trouble.”

This is a very important lesson for all customer-facing employees. Many times, to avoid trouble and the hassle of dealing with an irate customer, we make promises that we know are difficult to keep. And when these promises are not kept, it results in more dissatisfaction and disappointment amongst customers. Hence, keep this principle in mind when promising callbacks, refunds, or agreeing to something just to ward off trouble temporarily.

“Nobody can hurt me without my permission.”

As rewarding as this profession is, it is also demanding. Customers can be acerbic and might make some scathing comments on you. But, empathizing with them and understanding their state of mind will help you not get affected by such remarks.

“The difference between what we do and what we are capable of doing would suffice to solve most of the world’s problems.”

Always remember that we are capable of a lot more than we think we are! On a difficult day, remind yourself that you are more potent than you think.

“In a gentle way, you can shake the world.”

In this world of big data with real-time insights, it’s important to take quick action. Customers are voicing their concerns openly, which is a huge opportunity to learn and improve. It’s easy to get overwhelmed with all this information. But don’t fret! Go the Mahatma’s way: identify customer expectations that are aligned with your vision of great customer experience and make small positive changes to convert your detractors to promoters. Measure the impact of change, repeat what works and retract what fails. The process is slow, but a 1-degree change of the compass every day can turn it more than 360 degrees in a year!!

Lastly, there is another of the Mahatma’s quotes that, I believe, would make all customer experience executives realize how rewarding their profession is:

“Man becomes great exactly in the degree in which he works for the welfare of his fellow-men.”

Have we missed out on any other gems from this great man? Do let us know. Also, let us know your views and thoughts on this blog. We’d love to hear from you.

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