A great customer experience will result in customer loyalty, retention, and repeat/new business. Here are 5 ways to start paying attention to it now:
- Be remarkable…to them!
You may think your product or service is remarkable, but if it is not remarkable to your customer to the point that they want to “remark” about it, then you’re just average. Create a survey, put yourself in their shoes and aim for a ‘Wow” experience at every step.
- Be different
Find a unique way to wow your customer. Don’t be deterred by doing something no one has done before, or something that sounds a little out of the ordinary. Part of what it takes to do something remarkable is to do something first and best. That is how you stand out and make an impression worth talking about (your goal).
- Be an overachiever
You should plan on over-delivering. If you’re job is to paint their house and you notice a broken shutter, fix it. If you’ve been hired to sell their home, sell it for $50,000 more than they wanted and surprise them. This makes the difference between ordinary and extraordinary. Your customer experience should always be extraordinary.
- Reward with a role or experience
A great way to build customer loyalty is by rewarding them with an experience, like a trip, pamper day, dinner for two, romantic hotel stay, rather than a pen. Experiences are memorable and worth talking about. Very rarely do you call your best friend and tell them about the great pen you got. Another way is by giving them a role. Have a client that offers great suggestions? Start a Customer Experience Council and make them the chair. Giving them a role builds a strong bond between you and the customer, which will result in long-lasting business.
- Don’t stop at the sale
You should always have a customer retention plan. How you will continue to be remarkable to customers you’ve already transacted with. As brand guru Seth Godin points out, while you might be remarkable for a time, if you don’t reinvest and reinvent, you won’t be for long. Instead of resting on your laurels, you must commit to being remarkable again quite soon.