Welcome to CX 102 or Advanced CX. This course is a prerequisite for business professionals in the B2C or hospitality industry. It’s an elective for the B2B or the online/digital industry.
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” With that in mind, today’s lesson will be a future reminder for you. So let’s get started.
Customer loyalty is not one BIG WOW to a customer. It’s one little wow delivered consistently to every customer. And when you consistently deliver a little wow, you transform an average, satisfactory customer experience into a positively WOW Experience.
So, be Magnificently Boring! Consistently deliver a low-cost, no-cost “a little better than the average experience that customers expect” product or customer service so repetitively that you feel it is boring, but to the customer, at that moment, you are Magnificent! Your customers will return repeatedly, spend more money, and rave about you to others on social media. Consistency builds trust. Trust builds loyalty. Loyalty builds your business. Deliver consistency Magnificently!
Second, but as importantly, be Magnificently Boring to CARE for your customers. Remember this sentence from our first class:
Customers seek the best emotional value in their entire experience.
Now you know why customers don’t seek B2B or B2C businesses. They engage in businesses that are H2H. Human to Human. One to One. Heart to Heart. The value to your customers is in their personalized interactions, not your “cash or credit” business transactions. So, to earn customer loyalty, don’t get inside their heads. Get inside their hearts. Create an emotional connection. Be Magnificently Boring to CARE!
- COMMUNICATE with every customer with a smile, eye contact, and polite interaction. Inform each customer transparently and interactively of the product’s or service’s function, liabilities, and advantages to them.
- ACKNOWLEDGE each customer’s presence and value to you and your business.
- RESPOND promptly and empathetically to each customer’s questions, concerns, and complaints.
- ENRICH the experiences and, ultimately, the lives of every customer.
Consistently CARE for your customers so repetitively that you feel it is boring, but to every customer, at that moment, you are Magnificent! Your customers will feel respected, appreciated, and valued. They have an emotional connection with you. The more emotional the connections, the more memorable the experiences, and the more loyal the customers are. When it comes to customers and customer service, don’t just serve to satisfy your customers. Serve to WOW them. Serve to be Magnificently Boring to CARE for them. Don’t just be good. Be GREAT out there!
Does anyone have any questions? Whether you agree or agree to disagree, discuss or not, I’m sure that we can interact with each other without being disagreeable. So, I invite you to share your questions and comments.
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BILL QUISENG | Deliver the World's Best Customer Experience 