It is with great pride that I offer my football team Sheffield United as an excellent example of customer delight who have provided a wonderfully personalised customer experience!
As Sheffield United race towards promotion (again!!!!) it’s time to start thinking about next season and renewing season tickets. They’ve just sent out emails to their thousands of loyal customers and have managed to completely personalise the customer experience!
Clicking through the email they sent to me got me to my own special website and this image – The personalisation is brilliant! I suspect every ‘True Blade’ has got one, but it made a real impact and has all the ingredients of customer delight:
- 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’!
It’s a great example of using technology to create a personalised customer experience and will certainly encourage me to renew! OK, I know, I was always going to renew, and I guess I am slightly biased as a ‘Devoted’ customer, but it has certainly made me feel valued as a supporter and customer!
So, what could you do to ‘delight’ your customers? Why not think about those ingredients and work out how you could make them work for the way you interact with your customers?
Using technology can be a great way to ‘personalise’ the customer experience, but if you don’t have access to it, remember, so are the more ‘traditional’ methods – handwritten personal notes and ps’s are a simple way of making people valued – even a simple phone call asking ‘how are things?’ can work too! So, go on, ‘get personal’ and delight one of your customers today!
To help you, you may like to download Customer Delight As Competitive Advantage, our latest FREE ebook that gives you ideas, tips and tools to help you make this stuff work – you can download it here to print off or download straight to your Kindle or iPad!
In the meantime, back to the important stuff of winning promotion…..
