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Running a business is not for the faint of heart. Taxes, specialized insurance policies, payroll, managing and maintaining inventory, etc. are all areas that one expects to be dealt with when conducting business. Eventually, as the company grows, you start to look at what your competitors are doing and compare yourself to them. Now for some, this can be the beginning of the end as they shift from a customer-centric approach to one chasing numbers just to beat out the competition. Let’s briefly take a closer look.
One of the best, if not the best competitive advantages you can have is your delivered customer experience. Once you become obsessed with what your competitors are doing and trying to imitate what they're doing, you lose that connection with your customer base that specifically chose you over them! Remember, your customer is the reason why you’re able to pay yourself, and your employees and can reinvest what is leftover back into the company, to be able to plan for what the future state of customer service will look like.
This reminds me of a quote that I recently came across by Annette Franz that says, “If you don’t know and understand what the current state of the customer experience is, how can you possibly design the desired future state?”
Feedback doesn’t have to always come back via the emails you send requesting them to rate their experience. People voice their experiences and opinions, both the good and bad on social media in almost real-time. The decision is yours to determine whether you will learn and adapt from the feedback given to give your customer what they’re asking. Or will you choose to pay more attention to your competitors hoping that the problems will self-correct themselves?
Focus on giving your customers the best experience possible, and you won’t have to worry about what your competitors are doing. Because the amount of praise that you’ll receive from your customers and clients will speak for itself on the quality of work that you’re putting out, and your competitors will be the ones looking to you.
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