When you provide your clients with something extra and completely unexpected, the rewards can be fantastic. It’s the small gestures that can really improve customer experience and make your company’s star shine.
A truly fantastic example of how to improve customer experience through little gestures comes from one of my students. Carole is a full-time employee, part-time photographer and an all-time scuba-diving fanatic. She moonlights on weekends with group charters under the sea.
Carole is also a keen advocate of superior customer service, both at work and in her hobby.
Wanting to tell me about her efforts to improve customer experience, she wrote:
“I decided to apply what you taught about surprisingly good service to our boat charter business.
“After a full day of diving, everyone was blown away when I brought out a homemade peach pie. Not so much by the taste of the pie (though it was good) but by the unique idea and the effort.
“Needless to say, we have already received referrals and repeat business.”
I’m a scuba-diver, too, with hundreds of dives logged from boats all over the world. But no one, anywhere, has come close to surprising me with a peach pie back on the surface. What an effective way to enhance customer experience without breaking the budget!
Key Learning Point To Improve Customer Experience
Special efforts to surprise your customers lead to great memories…and great referrals. Improve customer experience by offering the unexpected and your business might just benefit more than your customers.
Action Steps To Improve Customer Experience
What can you do to delight your customers with a surprising touch of pleasure? A photograph? A telephone call? A personal note? Peach pie, anyone? Brainstorm ways to delight customers. You don’t have to spend a fortune to get a huge return on investment either. A simple slice of pie can make all the difference in the world.
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Copyright, Ron Kaufman. Used with permission. Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. He is author of the bestselling “Uplifting Service” books and founder of Uplifting Service. To enjoy more customer service training and service culture articles, visit www.RonKaufman.com.
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