Are you so in tune with your customers that you could almost finish their sentences or read what they are thinking and predict their next comment or question? Why not?
Customer Centric companies that offer an incredible, remarkable, and memorable customer experience can.
They can because their customers are willing (even anxious) to tell them things they wouldn’t tell others. They know you care. They know you truly want to help. They know you want to make a difference in their business by helping them the best way you can. They know if you know more about them you will use this to help them be better at what they do. In the end, they know if you care, they can get better.
Test it for yourself…after all, you’re a customer of someone else.
The next time you go somewhere that gives you an incredibly awesome experience, see if you aren’t more willing to offer up additional information and comments (whether solicited or unsolicited). We all do…it’s human nature…there is a connection. Contrast this with the next experience you have as a customer that sucks. How much additional information did you offer them…even if they asked? Not much…if any. This works.
Customer Centric companies that have invested the time to map out and deliver incredible, remarkable, memorable, WOW experiences have a huge advantage. They get this “secret” information others don’t get. This makes creating and delivering a consistently awesome customer experience a huge differentiator. This is a game changer.
And one more note…this isn’t telling the customer you “care about them”…every company cares about their customers because they pay them money. This is a cop-out. No…this is about OBSESSING over your customer so they see it, feel it, and participate in it. There is a cavern between “caring” and “obsessing” over your customer. Next time someone says they “care” about you as a customer, ask them, “Why don’t you obsess over me?” That should change the conversation pretty quick.
Change the game…stand out…be different…get your customers to start saying, “WOW you really do care about me!” I can guarantee they aren’t saying it about your most (if not all) of your competitors if you are the company that obsesses over them. That’s what gets you more “secrets” and a competitive advantage in the market. Oh and did I mention that happier customers creates happier employees…that’s a topic for another post!
