Creating remarkable customer experiences can be a great differentiator for many businesses. It creates a ‘connection’, makes customers feel valued, and gets them talking to other people.
Here are 3 great examples of Customer Delight – that’s surprising customers with the level of service you provide and demonstrates all 6 of the ingredients I talk about at conferences and seminars when it comes to creating remarkable customer service experiences:
- It produces a wow reaction!
- It appears spontaneous or unexpected!
- It’s the personal touch!
- It makes the customer feel valued!
- It’s genuine… and…
- It creates a ‘talking point’!
Each example highlights different ways it can be done…. by responding personally, by a little surprising personal touch and by planning an amazing experience…
1. A Lovely Personalised Response From The BBC…
When young Phoebe Hanson heard that the ‘bongs’ of Big Ben would not be sounding in 2017 at the beginning of Radio 4’s PM programme at 5.00 pm due to it being out of action next year, she wrote to the producers of the PM programme offering her services to ‘fill the gap’.
She got a lovely personalised response back from the BBC team that …
It’s a great example of a ‘personalised experience’, and going the extra mile to make the customer feel valued. It would have been easy for the editor Roger Sawyer to a) ignore it or b) send a standard ‘thanks for your comment’ letter, but his personalised response, although obviously taking a lot more effort certainly did the trick!
2. Our Very Own Advent Calendar From Our Landlords…
We came into our office on December 1st to be greeted by a lovely advent calendar from our landlords here at The Quadrant – a nice surprise that made us smile…
3. Little Bradley’s Amazing Customer Experience At Sunderland FC
Bradley Lowery is a young boy who tragically has terminal cancer and on the 14th December Sunderland AFC invited him to be their mascot for Sunderland’s Premier League clash against Chelsea.
A key ingredient of customer delight is it ‘appears’ spontaneous and this is a good example of ‘Planned Spontaneity’. By planning something that ‘wows’ your customer somewhere along the customer journey and building it into that, you can make them feel valued and ‘special’.
Watch below and find out what the little man got up to.
Planned Spontaneity can (and should) occur anywhere in the customer journey and it can range from simple things like remembering how a visitor to your office takes his or her coffee, to sending a ‘thanks for paying on time’ letter to someone that does! The key bit is that it has to appear ‘spontaneous’ regardless of how much planning has gone into it.
So, what does this mean for you and your business? No, I’m not suggesting that you start employing world class Premiership footballers to ‘wow’ your customers (although I suspect it might!), but think about those ingredients and work out how you could make ‘Customer Delight’ work in the way you interact with your customers.
Here’s something you can use to do it…
Customer Delight As Competitive Advantage is a FREE 45 page ebook that gives you ideas, tips and tools to help you make this stuff work in your business – Download it straight to your Kindle or iPad by clicking on the image.
