Timeless principles of customer satisfaction
As an admirer of ancient worlds, I often find myself marveling at how the past mirrors our present in ways we do not expect. In the area of customer satisfaction, I believe that that the core elements that foster a genuine sense of gratification have remained surprisingly consistent throughout the ages.
The human connection - a lesson from the forum
In Ancient Rome, the forum was not just a marketplace, but a central part of interaction, where opinions and gossip were traded just like goods and services. Our marketplaces today may be virtual, but the human desire for connection and understanding remains unchanged. Customers seek not just a transaction but a relationship, a feeling of being valued. Just like a Roman citizen might have felt a sense of belonging in the forum, companies today must also create a sense of community and connection with their customers.
expectations and perceptions - the stoics’ guide to customer experience
The Stoics understood that the key to satisfaction lies not in changing the world but in adjusting our understanding of it. Clear communication about what can be realistically provided and empathy towards the customers’ perceptions can bridge the gap between expectation and reality, decreasing disappointment and increasing satisfaction.
EPICUREAN DELIGHTS - THE PURSUIT OF PLEASURE IN SERVICES
Epicurus was a Greek philosopher who taught the pursuit of natural and necessary pleasure and avoidance of pain. In our times, the pleasure a customer gets from a well-crafter product or service is no longer just functional, but also psychological. The relief of efficient help during a crisis or the pleasure of feeling valued and understood - these are the modern support equivalents of the Epicurean garden.
The legacy of cicero - oratory and persuasion in communication
Cicero understood the power of words to persuade, inspire and connect and, in customer service, communication is the means through which the customer’s distress is heard and understood, their needs addressed, and their satisfaction ensured. The language we use with our customers should reflect understanding and a desire to resolve any issues.
the aesthetics of satisfaction - a vitruvian perspective on design
Vitruvius believed that structures should embody strength, utility and beauty. Designing customer experience should follow similar principles. Support should be robust and useful but should also provide aesthetic pleasure - easy to navigate support website/portal, comforting ambiance while waiting for a live phone or chat operator etc.
Customer experience is a mix of emotions, human experience and perception. While the platforms for trade and interactions have evolved but the core principles of human happiness have remained largely unchanged. By incorporating timeless truths into modern practices, businesses can meet and exceed the expectations of those they serve.