Engineering the Customer Experience
When a customer shares a story with you, listen intently to every detail. Don’t interrupt, don’t assume you know where the story is headed, and don’t be so quick to offer a solution, observation, or idea. Just be a great listener first.
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When a customer says, “No rush,” WOW them by rushing it.
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When it comes to customer meetings:
On time = Lucky
Early = On Time
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“Merely satisfying customers will not be enough to earn their loyalty. Instead, they must experience exceptional service worthy of their repeat business and referral. Understand the factors that drive this customer revolution.”
-Rick Tate
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Personalization trumps perfection. Acting on an opportunity to respond favorably to a customer’s (sometimes unusual) request will WOW them even more than if everything had been “perfect” from the start. In other words, they’re giving you a chance to personalize their experience … and do something your competitors might scoff at.
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How do you create raving fans? You become more deliberate about engineering consistently remarkable experiences for your customers & clients … rather than leaving things in the often incapable hands of happenstance.
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The customer is not always “right,” but your job is never to show them how they’re wrong. Your job is to be professional, courteous, accommodating … and to demonstrate emotional maturity even under stress.
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When someone within your organization drops the ball, your customer cares less about who that someone is … and more about what you’re doing to fix it. Don’t point fingers or make excuses. Just make it right.
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“Privilege — a wow experience makes you proud in a good way. You feel good about being associated with it. You feel privileged, as if you are in an elite group, but at the same time humbled that you have had the experience.”
-Michael Hyatt
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Your front-line people are the “face” of your business. Your company’s image and its reputation are made up of countless “moments of truth.”
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