The Significance of Customer Semantics

At what point does a pond become a lake? A farmer become a rancher?  A boat become a yacht or ship?  We have a lot of confusion in semantics in our language.  How about customers?  At what point does a consumer become a customer?

Semantics are more than word games for English teachers and cross-word puzzle enthusiasts.  The choice of a label can communicate worlds about significance and priority.  When an electric utility stopped called customers “rate payers” and when a hospital started referring to “patients” as “guests” it signaled a major shift in focus and importance.

The late Sam Walton, founder of Wal-Mart declared; “There is only one boss.  The customer.  And he (or she) can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”  What can you do to make your customers the emotional size they should be?

About Chip&John

Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of several best-selling books. Their newest book is "Wired and Dangerous: How Your Customers Have Changed and What to do About it."
This entry was posted in Customer Experience, Customer Loyalty, Customer Relationship, Service Covenant and tagged . Bookmark the permalink.

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