CX Stories

Phenomenal Customer Experience lessons from the PC Guru – Bill Gates

Written by Sonal Jaiswal | Evangelist, Customer Guru

This week, Customer Guru brings in some terrific Customer Experience lessons from one of the best-known entrepreneurs of the personal computer revolution – Bill Gates. Gates needs little introduction. He, along with Paul Allen founded Microsoft, the world’s largest software business. While he held a multitude of posts at Microsoft, such as the CEO, Chairman and Chief Software Architect, he is involved currently full-time with the Bill and Melinda Gates Foundation, a philanthropic organisation aiming to reduce poverty, enhance healthcare and expand education opportunities. What’s more, he currently is the richest man in the world and has featured on the list of the world’s richest men very frequently!

There are a million things we can learn from this visionary. Here are a few CEx gems from him.

“We all need people who will give us feedback. That’s how we improve.”

So simply put. The only way to improve, personally and professionally, is to get some feedback. But the process doesn’t end there – one also needs to work on the feedback.

While most organizations are fairly good with collecting feedback, they fail extract the right data and subsequently work on it. Feedback forms and data remain piled up on the desks of executives as meaningless numbers. Only when the right action is taken on the data does the loop close. Only then, will you see a significant improvement in your organization.

“Your most unhappy customers are your greatest source of learning.”

Do not fear your unhappy customers, instead, thank them. For it is not everyone who would give you honest feedback. And as it is said, you must see the good in every situation. It is these unhappy customers that give you the impetus to make your organization/product/service better.

Look at every unhappy customer as a learning, as a step to being better!

“The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency.”

Using technology is the way forward in today’s world. Every organization must ensure that it uses technology to its benefit. Feedback collection, feedback processing, reaching out to customers and solving customer queries can all be done more effectively and efficiently with the use of technology. But here is where this quote comes into play!

Ensure that you put in sufficient resources to build the right processes first. Using technology in an inefficient system is only going to backfire, wasting effort, time and money. Hence, ensure that the processes are built right in your organization.

Are there any other leaders that have inspired you to deliver great customer experience? Do let us know, and we will be glad to bring some CEx lessons from them.


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