Fazle Rabby

Here is a LinkedIn post designed to spark engagement and position you as a forward-thinking leader in the customer experience (CX) space. We’ve all heard the old-school clichés of customer service, but in 2026, following them literally isn’t just outdated—it’s bad for business. If you want to build a resilient, modern brand, it’s time to retire these 3 myths: Myth: "The Customer Is Always Right." The Reality: Customers are human—they get things wrong, too. The Fix: Prioritize fairness over compliance. When you back your team against unrealistic demands or abusive behavior, you create a culture of respect. A happy, empowered team provides 10x better service than one that’s demoralized by "bad-fit" customers. Myth: "No News is Good News." The Reality: Silence is usually a warning sign, not a victory lap. Research shows only ~4% of unhappy customers actually complain; the rest just leave quietly. The Fix: Hunt for the friction. If your phones aren't...

Stop Trying to "Wow" Your Customers: The Truth About Loyalty from "The Effortless Experience" In the world of customer service, we're constantly bombarded with the idea that we need to "delight" our customers, go above and beyond, and create memorable "wow" moments. We invest heavily in elaborate gestures, personalized gifts, and unexpected perks, believing these are the keys to unlocking fierce customer loyalty and driving growth. But what if this common wisdom is actually hindering our progress, especially when operating with limited capacity and ambitious revenue targets? After diving deep into "The Effortless Experience" by Matthew Dixon, Nick Toman, & Rick DeLisi , my perspective on customer strategy has fundamentally shifted. Their extensive research, spanning over 100,000 customer interactions, reveals a surprising truth: Customers primarily want their problems solved quickly and easily, not to be dazzled. In fact,...

  Is your culture an afterthought or your competitive advantage?  I just finished "Delivering Happiness" by the late Tony Hsieh, and it completely shifted my perspective on what it means to build a "successful" business. Zappos wasn't just a shoe company; it was a service company that happened to sell shoes. Here are my 5 biggest takeaways for anyone looking to lead with purpose: 1️. Culture = Brand. Your brand is just a lagging indicator of your internal culture. Focus on the people inside the building, and the world outside will notice. 2. Ditch the Scripts. Exceptional customer service comes from empowering employees to be their authentic selves, not from following a manual. 3.The "Pay to Quit" Test. Would your team stay if you offered them $2,000 to leave today? True alignment can't be bought; it has to be felt. 4. Focus on the "WOW." Whether it’s a surprise shipping upgrade or a 10-hour customer service call, look for way...

Creating a customer-centric culture is more than just providing "good service." It is a fundamental shift in mindset where the customer’s needs, not the company's internal goals, drive every decision    To build this culture effectively, you need to align your leadership, your employees, and your daily operations. Start with "Top-Down" Commitment Culture is established by what leaders value and reward. If the CEO only talks about revenue, the employees will only care about sales. The "Empty Chair" Strategy:  Jeff Bezos famously leaves an empty chair in meetings to represent the customer—the most important person in the room. Executive Immersion:  Require executives to spend one day a month on the front lines (answering support tickets or taking sales calls). This prevents leadership from losing touch with reality. Define Core Values:  Explicitly include phrases like "Customer First" or "Obs...

Three specific types of retail businesses that currently suffer from the largest "experience gaps." These are "low-hanging fruit" for a consultant because their problems are visible to anyone who walks in. Here are the profiles, the visible gaps, and your "entry point" for each:   1. The "Struggling" Mid-Sized Fashion Boutique The Experience Gap: There is a high ratio of browsing to actual buying. You see customers looking at tags, checking their phones (comparing prices), and walking out. Visible Red Flags: * Staff are busy folding clothes or behind the counter instead of styling customers. The fitting rooms are messy or have long wait times. Signage is purely "Sale" focused rather than "Value" focused. 2. The Independent Electronics or Gadget Store The Experience Gap: High-complexity products with low-quality support. Customers look confused by the t...

Retail Staff Feedback Survey There are some questions you can ask as a "Owner" to find out   The "Lost Sale" (Revenue Leakage).  with the proper ans it will solve the most of the problems  Section 1: The "Lost Sale" (Revenue Leakage) 1. What is the most common reason a customer leaves without buying anything? 2. Are there specific items customers ask for that we consistently don't have? 3. Do customers mention finding better prices elsewhere while in the store? Section 2: Friction & Frustrations (Customer Experience) 4. What is the #1 complaint you hear during checkout or returns? 5. Which area of the store is the most confusing for customers? 6. How often does our physical stock mismatch what the website/app says? Section 3: Competitive Insights 7. What is the one thing customers say [Competitor Name] does better than us? 8. Why do customers say they came here today instead of shopping online? Section 4: Product & Quality 9. Which product i...

Is Your CX (Customer experience ) Leaking Cash?  Most small businesses are unaware that they lose  10-15% of repeat revenue  due to simple friction points in their customer journey. These "leaks" are hidden in your processes, not your products. Here are 5 high-impact questions for your "CX Maturity Scorecard," focused on common areas where startups and small businesses often "leak" profit and experience friction. Use a simple scale for scoring (e.g., 1=Never, 5=Always). You can also find the answer with these simple questions asking to your team to see where is the” leak” is. I believe it will help your organization to gain, not lose. What We're Checking The Simple Question for You Why This Matters (The "So What?") Learning from Mistakes How often do you use customer complaints to change a business rule or process? (1=Never, 5=Every w...