Engineering the Customer Experience
If you genuinely want your customers and clients to contact you, be aware that they’re not likely to do so through a “contact form” on your web site. Instead, provide them with the e-mail address (one that resembles that of a human’s) and offer a direct phone line(s) as well.
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When you must deliver unfavorable news to a customer, at least do so with empathy. By expressing (through your words, tone, and body language) your wish that things could have been more favorable, your customer will still feel that you’re on their side.
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Before adding customer/client e-mail addresses to your listserv (e-mail distribution list), be sure you’ve asked their permission. Otherwise, there’s a very good chance they’ll view your correspondence as annoying. Ideally, your “subscribers” should be the ones doing the “subscribing.”
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People tend to remember how you made them feel. Let your company’s mission be one that includes having customers and clients feel better as a result of having worked with you. This way, you’re likely to be remembered in a positive light … even after you’re gone. Let that be a part of your legacy.
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Abril (“Ah-brEEl”) Joy Dorfman was born on a glorious Monday morning: March 31st, 2014.
Maggie and I are elated (as you might imagine). A very special heart-felt “Thank-You” to our many amazing, supportive, loving, and generous friends and family.
Abril has already been blessed with many visitors and we’re always glad to show her off! 😉
Oh, and the obligatory stats: Born 3.31.14 @ 8:28am – 8 lbs / 8oz / 20″
Pretty sure we’ve taken about 700 pictures in this first week … here are 6 of our favorites:
You can toss all of your marketing dollars into the unknown and the barely measurable. Or you can invest many of those same dollars in your existing clients (the ones who already love you, are likely to return and refer others) and their related experience.
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Always focus on the *overall experience* you and your staff are creating for your customers. Don’t leave this part to chance. You might think that what you’re selling is just some tangible thing, but the related experience is what customers are really left with. It could compel them to return; to get them talking about you … or not.
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“Don’t spend more time studying your competition than you do studying your customer experience. Your customers will make you, and cost you, LOTS more money than your competition ever could.”
-Darren Hardy, Publisher of Success Magazine
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Many of your clients would prefer if you could do all of their critical thinking for them. Others may prefer more of a DIY approach within their experience as your customer. You don’t have to pick just one approach. Offer both options and let them choose.
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Too many service providers are “getting by” by doing barely enough — or worse — falling short of customer expectations. Those are your competitors. By doing even a little more than the status quo, you’re bound to stand out for your customers and be remembered. Start small if you need to.
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