Sitting outside of a conference with my new pal Lauren Caselli, event planner extraordinaire, I asked, “So can you even attend an event anymore without planning it all in your head?”
Nope. She can’t. Well, Lauren said she tries to turn it off and always puts her non-judgemental pants on when attending events planned by someone else but it’s just IN HER BLOOD.
She can’t help it.
And, ya know, that’s how I feel about customer experience. I can’t help but see opportunities for it EVERYWHERE I go.
The coffee shop just ran out of brewed coffee so they ask people to wait. << Offer to make them an Americano.
That hot new copywriting program has a fantastic price point, but a boring thank you page. << Spice it up with your fancy words!
The food arrives at our table before the beers we ordered ever show up. << Send those beers over for free.
The DIY e-course is artfully delivered and the participants have incredible results. << Capture those testimonials!
Parking is a nightmare at your office. << Send a PDF map of available parking in your meeting reminder email.
There’s absolutely no difference between good customer experience in person and good customer experience online. And the best part is that putting a truly great customer experience in place will serve your customers AND serve YOU.
[Tweet “Excellent customer service serves EVERYONE.”]
With a well thought out and meaningful customer experience plan, you’ll save yourself time, headache, and lost revenue. Think about it: am I going to go back to the restaurant with slow service and warm beer or am I going to pick one of my other endless options for dinner this weekend?
In an age of Amazon reviews, Yelp, blog comments, trolls, Facebook polls, and instant access to almost any information we want, a good solid customer experience game plan can save your business ass.
I get asked ALL. THE. TIME. if systems and customer experience strategy apply to businesses that aren’t digital. Does it really matter if you aren’t going to hire a virtual team? Can these same strategies work in any business model?
Yes. Yes. And, yes.
Great customer experience isn’t just for Mom and Pop shops on the corner or Zappos or Southwest Airlines or Zingermann’s. Great customer experience is for everyone in every type of business.
So how do you get started?
On Thursday June 18th at 1pm EST, I’m joining up with my pal Suzi Istvan for a free webinar on one of the most crucial parts of the customer experience: the wrap up process. We’re teaching you how to create repeat customers and happy referrals with actionable takeaways and a freebie guide to get you moving. Click here to join us!
[Tweet “Customer Service is so much more than just a smile!”]
