Party Time!

By October 22, 2012Uncategorized
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“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”

 

Jeff Bezos (1964 – )
Founder/CEO of Amazon.com

 

Often we hear a customer walk out the door as they tell us how awesome we are and how much they loved the experience – and then we never hear from them again or see any of their friends. What happened?

 

The first question is: did you create a WOW experience or just give them what they asked for? Are you creating a satisfied customer or are you developing a raving fan?

 

Find the answer to the following and then develop a plan to move it forward:

 

  1. What is the biggest frustration customers voice about my industry? Can I eliminate or reduce that frustration?
  2. Is there a “human comfort” that is missing? If I have some, is there an incremental change I can make at a low cost?
  3. What can I do to make them feel like the most important customer of the day?
  4. Do I have a procedure to thank them and verify that they are thrilled with the service and that the procedure is going well?
  5. Did I ask for a referral, social media check-in or encourage them back?

This by no means is an all-inclusive list. But it’s a start.

 

Be purposeful and fanatical of your customer experience.