We all know that the failure rate for business is very high. It is not uncommon to see a company go bust even though it had a great product. A business fails, not because it had a bad idea, but because it had poor strategy and execution.
The problem with modern business is that they crave success in a short period. Just wanting success is not enough. The execution of strategy requires discipline, and more importantly honesty with oneself. People are often averse to accepting their faults.
The cut-throat competitive world is unforgiving to those who act recklessly. Many entrepreneurs refuse to accept their mistakes. As a result, the business suffers. COVID-19 has changed the landscape of the business world.
Investing in a customer is probably the best investment a company can make. Starbucks and Amazon are unbeatable because they listen to the customer. How would you feel if some company did something on the spur of the moment that surprised you? In a David vs Goliath world of business, great customer service enables you to compete against the biggest brands. Every business understands that good customer service is a must. Yet they fail to capitalize on providing a unique customer experience. Initially, companies are enthusiastic, but with the passage of time profits take precedence, and customer service is put on a backseat.
I firmly believe that a business must take every interaction as an opportunity to create a “wow” impression in the mind of the customer. The customer on his part is likely to share his experience with his family and friends. This helps the company in terms of brand identity. There is no better salesman than a customer himself. How many companies can boast of consistently delighting their customers?
It is not necessary to go out of the way to delight a customer. Customers are human beings. This makes them complicated. Making everybody happy is out of your control. You just have to make sure that every interaction with them brings a smile on their faces. It doesn’t matter if you are interacting through chatbox or phone; just make sure that the customer feels special.
Example Of Unforgettable Customer Experience
I knew a company that sold mobile covers. One customer was upset that the cover she received was not the exact design shown on the website. The color of cover too was different. She wrote to the company voicing her concern. The company apologized for sending her a different mobile cover and sent her a premium quality mobile cover for free. Doing this could be risky. More customers can demand such service. But the company took the risk. The gesture of the company was such that the customer will tell a story about her experience for years to come. In another case, the company replaced a cover even though the warranty period had passed. Such gestures create a “wow’ moment. They inspire the customer to share their story with the world.
Step back in time and carefully analyze the reviews you have received over the years. People writing a good product review is fairly common. How many reviews speak about your outstanding customer service? If people are not talking about your service, it is time to wake up and take stock.
How You Can Delight Your Customers
A customer is driven by emotions. How you would like to be treated? If you don’t like an automatic response, how can you expect your customers to like? You may be spending a fortune on advertising your product, then why not spend some time to make your customer feel special. For example, after each purchase, you can enclose a hand-signed thank you card with the order. A customer would love to receive a hand-signed note from the company. This gesture shows how much a company cares for its customers.
What Does Great Customer Experience Mean
The most successful businesses are those which are customer-centric. If you want to be successful start loving your customers. Many businesses equate customer service as doing something that will make their customers love them more. Customers can smell genuine affection. Hen you travel the extra mile for your customers, they recognize it and reciprocate it. Customer service means that you become empathetic towards your customers. When you feel their pain, you develop a greater ability to service them. In fact, empathy will motivate you to do more for your customers.
Many companies claim to “care” for their customers, but in reality, they care only for profits. It is better to earn less money if it allows you the opportunity of creating an amazing experience. This also makes doing business an enjoyable experience.
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