To the Power of Mmmmmmmm……. (Customer Satisfaction)
Ever had that warm moment of mmmmmmmm??? I’m sure you know it. Inner warmth, satisfaction, happiness, exceeded expectation without even knowing you had expectations? Know the one?
I love that feeling, especially when I least expect it. We get it from friends, we sometimes even get it from family. BUT, how often do you get it from a business you are dealing with? Either as a customer or as a business to business interaction.
I find that I get it less these days when I am a customer. Is it because I live in Sydney? Have we forgotten how to treat the very people that make our businesses successful? Why is it that some businesses blow me out of the water and others leave me feeling cheap and nasty?
At first I thought it was relative to the level of expectation I have of a business, i.e. 5 Star versus Budget. But then it dawned on me, being human has no boundaries. It shouldn’t matter to what level of business interaction I have, I want to feel like I am at least appreciated for spending my money at your business. Then it occurred to me, I don’t really even need to be appreciated. I just don’t need to feel like I am insignificant to the ultimate success of a business. Sure, one cup of coffee in the grand scheme of things is no big deal. I get that.
BUT WAIT! Who said I was only ever going to buy one cup. What if I am new to the area looking for the friendliest, warmest welcome to the neighbourhood with great coffee? Guess what…..no impact, no connection, no warm hello, no true displays of humanness……I’m trying out your competition. And I may never try you again, from one simple fleeting interaction.
So back to the power of ‘mmmmmmmm….’ What are you doing to ensure that every new customer to your business has a reason to come back? Do you think about it, do your staff excel in this area, is there a consistent experience across your team? Remember you want all customers, including loyal ones, to feel the power of ‘mmmmmmmm.’ If you are not sure whether they experience it, maybe we can help.
Contact Simon Thomas to discuss your Customer Experience plans sooner rather than later.
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See you later.