y name is Corinne , and 5 months ago , I embarked on an exciting new adventure at Canam . This isn ’ t my first time here , though . My journey with Canam actually dates back to 2005 when I was a 14-year-old scraping paint off the garage windows in the shop . But that ’ s a story for another time .
In January , I joined Canam as a Customer Experience Advisor with a simple mission : to contribute to Canam ’ s ongoing pursuit of providing a better customer experience . This mission has been at the heart of the company since its beginnings , and I am thrilled to play a part in it .
Customer Experience ( Cx ) has become a buzzword . It ’ s discussed at conferences , integrated into apps , analyzed by consultants , and derived from data insights . All this hype can make us a little dizzy and question if we ’ re truly on the right track .
At its core , Customer Experience encompasses the overall impression and perception a customer forms about a company , shaped by their interactions and engagements throughout their journey . But what lies beneath the surface ? What does it truly mean ? To jump-start my efforts , I decided to hit the road and personally visit our customers , wanting to discover their unique perspectives on customer experience .
What I discovered both surprised me and made perfect sense .
When I asked our customers about their understanding of customer experience , I expected them to mention perks like hockey games , trips , dinners , as well as the importance of good service and quality products . I even started imagining the key performance indicators ( KPIs ) I could use to measure customer experience and the data that could shape my plans — numbers , statistics , percentages , and so on .
However , it turned out that my “ plans ” were a little off track . During my conversations with customers , not a single person mentioned things like steak dinners and arena seats . Instead , they revealed that customer experience to them is something much simpler . It embodies the pillars of any strong and healthy relationship . Trust . To them , trust is the foundation upon which excellent customer experience is built .
Because whether we operate in construction or any other industry , we are all connected by one common thread : our interactions with other humans . Empathy , compassion , genuine connections , and patience are universal needs . Above all , trust is paramount , and I ’ ve discovered that it ’ s what “ good customer experience ” truly means .
In fact , an astounding 99 % of the customers I visited emphasized the importance of it . Of respect , collaboration , and long-lasting relationships that endure even in the face of challenges .
You see , true customer experience cannot be solely measured by KPIs and data . Exceptional customer experience is something that is felt — and it must be felt in every aspect of the customer journey . It ’ s about making others feel valued , not simply because they write you a check , but because they place their trust in you . It ’ s about cherishing individuals simply because they deserve it , regardless of their role or title . In my opinion , this is the essence of providing a remarkable customer experience — by embracing our shared humanity and treating others as we ourselves would like to be treated .
Of course , there are countless other factors to consider : fair pricing , top-notch products , timely deliveries , flexibility , and yes , even the occasional arena seats , trips , and dinners ! Don ’ t get me wrong : those things can and should be measured , and plans should be put in place . However , to truly deliver a robust customer experience , I firmly believe that it must be rooted in the shared human experience we all have , regardless of our respective industries or professions .
In the end , it is the genuine care we extend to others that will leave a mark on our customers and our collective success . The pursuit of a better customer experience begins and ends with the recognition of our shared humanity and the meaningful connections we forge along the way .
And here ’ s the beauty of it all : you can start today . With a smile that you don ’ t usually give , or by making that long-overdue phone call to a customer , or by taking that extra step to make sure the worksite is going well when it ’ s not in your daily tasks . Start today , continue tomorrow , and I hope you ’ ll witness the impact these small acts can have on the customer experience you deliver .
Ps – Trust is # 1 , but who doesn ’ t love a dinner every once in a while ? +
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