Customer Experience and the Importance of the Little Things
Customer satisfaction is a key goal for all organizations; it keeps recurring revenues flowing, creates positive reviews and feedback, maintains the company’s reputation and lets you know you’re meeting their needs. This is usually achieved by ensuring current offerings are high quality and meeting customer needs while developing new things to meet additional requirements. Beyond these core tenets of delivering customer value, there are other ways to “surprise and delight” customers. Here are two recent examples from my own life:
- When I lost one of my credit cards and called the issuing bank for a replacement, not only did they make it a short and pleasant phone call but they overnighted me replacement cards because I was a long-time customer.
- A new high-end Mexican restaurant in town treated our party to an unexpected take-away bag of chocolate churros and Guatemalan worry dolls (tiny dolls you put under your pillow that are supposed to let you sleep peacefully and carry your worries away).