Shaun Smith from “The Perfect Customer Experience” blog argues that “We can all avoid making this mistake [of not delivering a perfect customer experience]– treating customers as if they are all the same … or worse yet, treating them all as if they were you.” (See full post).

So I am asking myself what is the reason that an organization (and it’s employees) are treating their customers as if they were you? The reason is a certain mindset within the organization which could be summarized as:

• We know better than our customers what is good for them
• Our organization is so great/innovative/creative that our customers just have to love us
• If they don’t want our products or services, they simply don’t get it

So what it takes to deliver a perfect customer experience is humbleness. I don’t mean cringingness - what I am talking about is the presence of a mindest within the organization that first of all the customer is always right.

But is the customer really always right? YES HE IS! Because the customers’ perception is reality.

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