Customers who are willing to refer your business to friends, family, colleagues – anyone who will listen. Providing this type of excellent customer service starts with a genuine desire to ‘delight’ your customers, but you also have to think beyond just the transaction.
You need to consider the cumulative experience your customers have when they visit your shop, product, or website. What do they think and feel, how many touchpoints do you get to influence the outcome - and what you can do to make it better.
An awesome customer service is an experience of feeling valued or heard. This provides the intangible component of why a guest may prefer one tourism, service, retail, or hospitality provider over another. There is something about quality customer service that, when done well, sometimes we walk away and we can’t put our finger on it — but we know it exists. It is a critical factor for success, both as a means of satisfying ever-increasing customer expectations, building loyalty, and ensuring our business is thriving and profitable.
Don’t settle for mediocre – what can your team do to create the ‘wow’ factor for your customers and clients?
Why not create a team exercise - have lunch off-site and brainstorm with a fresh perspective on little things you could do which would 'delight' your customers. Personalised notes, follow-up phone calls, creating Spotify playlists to match their experience, addressing your customers by name . . . step up your customer service and be noticed, remembered, and promoted. Include your team in this fun, brainstorming session and workout your 'wow' factor!
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