What constitutes a good Customer Experience?

It’s surprising how often poor behaviours are tolerated – or even normalised – in business relationships.

Ghosting emails. Ignoring follow-ups. Paying late without explanation.

Whilst some of these relate to relations with suppliers, our experience across many different sectors shows that a culture of poor behaviour frequently extends to customers.

Too many business leaders view late payments as a minor inconvenience, for their suppliers, some even having a deliberate strategy to pay as late as possible to benefit their own cashflow.

Similarly ignoring emails or failing to give feedback is brushed off as “we’re just being busy.”

But these things have real impact. They delay progress, demoralise teams, damage trust, and ultimately affect the service being delivered. Ultimately undermining the experience you provide to your customers

What should a good customer experience really look like?

It’s built on respect, responsiveness, and mutual value. It means showing up. Responding on time. Giving honest feedback. Communicating openly – even when things aren’t perfect. That’s what builds long-term loyalty and strong partnerships.

When companies demonstrate respect for the people they work with – whether that’s internal teams or external partners – it reflects a mature, people-first culture, that transcends across your entire business. One that customers feel, even if they never see the behind-the-scenes.

At Investor in Customers, we see this time and time again in our assessments. The organisations that truly stand out in terms of CX  live it in every interaction.

They care about their people, their suppliers, their clients, and their reputation.

So if you’re serious about being known for outstanding customer experience, ask yourself:

• Do we respond in a timely, respectful way?

• Do we value the time and effort of the people we work with?

• Do we model the behaviours we expect from others?

Because customer experience is not a one-way street. It’s a relationship. And relationships thrive on mutual respect, not silence and overdue invoices.

Great CX isn’t just what you say. It’s how you behave.

Ready to prove your commitment to outstanding customer experience?

Investor in Customers offers independent assessments that recognise organisations who truly put people first – with Bronze, Silver and Gold Awards for those who demonstrate excellence and/or A Company That Cares Award.

Whether you're aiming for a competitive edge, internal alignment, or external validation, (or all of the above), we'll help you measure what matters, deliver you with some enlightening MI and help show the world that you care.

Start your IIC journey today and turn good intentions into proven impact.

0800 024 8895

enquiry@investorincustomers.com

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