Sarah McLachlan sums it up in her song, “I will remember you. Will you remember me?”
And, our customers sing this to us each and every time they walk into your store or pick up the phone to call your support center.
That’s a lot of singing going on!
I helped a customer fix a confusing billing issue about a year ago.The customer went on with her service with us, but then moved away a few months ago due to other frustrations with the service.
However, after trying out other providers, she sent me an email that said she remembers our company and while she ran into some hiccups, she was a lot happier with us and she’d like to return to our service.
- If your customer has a positive experience with your company, they’ll remember this and be loyal to your brand.
- If your customer has a negative experience with your company, they’ll remember this and not buy your brand.
- If your customer has more positive than negative experiences with your company, they are more likely to continue giving your brand a shot.
But, there’s also the word of mouth element here. No matter if your experience was positive or negative, if your name comes up, someone will have a comment about it and share it. If one customer with a lot of friends has a bad experience, that’s a lot of customers you’re unlikely to ever see at your door.
This also applies with your internal customers: your coworkers!
Let this post serve as a short and sweet reminder that your direct experience with your customers will have a lasting impact. You are MEMORABLE!
That said, what will YOU do differently today when assisting a customer?