In the world of customer service and customer experience, there is a problem that regularly rears its head: every company wants to make their customers happy, but what they do tells a different story.

Why? Why do companies want this but fail?

Usually, it’s because action for customer happiness doesn’t move much beyond talk and boardroom presentations. So, like patients who want to be healthy but tell their doctor they don’t want to change their diet or start exercising, companies dream of consistent customer happiness but don’t want to make the changes necessary to make it happen.

So, if you are a business leader and you really do want to make customers happy, get up out of our comfy chair and put your money where your mouth is. Start making changes. Get your culture focused on service by relentlessly messaging that helping customers is the company’s priority, instructing leaders to model service behaviors, and encouraging everyone to serve each other like customers. That will get the ball rolling.

Bottom line: nothing will change if you do nothing.

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