Make the right changes to your customer experience by learning from a 3-year-old

The Customer Experience – what is it?

Put simply, it’s a measure of how satisfied your customers are whenever they engage with your business, either face-to-face or online.

This is in your hands, so do you leave your customer experience to chance or do you design it deliberately?

Before you decide, here is a great story about a young customer who had a great experience.

Lily Robinson had observed that Sainsbury’s tiger bread actually looked more like a giraffe than a tiger, so she wrote them a letter suggesting a name change to giraffe bread.

Lily's letter said: "Why is tiger bread called tiger bread? It should be called giraffe bread. Love from Lily Robinson age 3 and 1/2."

Sainsbury's customer services team member Chris King wrote back: "I think renaming tiger bread giraffe bread is a brilliant idea – it looks much more like the blotches on a giraffe than the stripes on a tiger, doesn't it?"

But he went on to explain how it had got its name: "It is called tiger bread because the first baker who made it a loooong time ago thought it looked stripey like a tiger. Maybe they were a bit silly."

He included a £3 gift card and signed the letter "Chris King (age 27 & 1/3)". The exchange began trending on numerous social media platforms.

Sainsbury's changed the name of the bread and issued this statement:

"In response to overwhelming customer feedback that our tiger bread has more resemblance to a giraffe, from today we will be changing our tiger bread to giraffe bread and will see how that goes."

This response from Sainsbury’s is clearly an example of a great customer experience.

Have you ever changed something in your business because of a customer reaction to it?

Remember, what your customers think and feel about your business will determine your success or failure.