Customer Experiences: Average is The New Failure
I’ve been working a lot on customer experiences lately. And I’m not alone.
Since I studied marketing in college I’ve been fascinated with the customer experience . One might even say I’m obsessed with it.
Last week I was having dinner in a hotel restaurant. When my meal was served the waiter quickly turned away. Just a moment later I noticed there was no pepper on my table like all of the others.
This got me thinking. Why?
A simple checklist would take care of that. Better would be following a procedure of asking the patron if there is anything else they need.
Yes, I’m sure I’ve heard that question before!
Market Like an Underdog
One essential element of successful marketing is understanding the world from the customers’ perspective.
Empathy is vital for winning the hearts and minds of customers today. And actually, there are proven practices for making that happen.
If you are not thinking about what should be happening at every single touchpoint throughout the customer experience, it will be average at best.
That’s why I truly believe in this connected economy average is the new failure. If you don’t care enough to care, your business is destined to fail.
Creating amazing customer experiences requires discipline and consistency, but there is a secret. Just letting your customers know that you are trying to create exceptional experiences is often enough to win them over.
Nobody’s perfect. That’s why, despite his or her imperfections, we admire and support the underdog that tries harder to win.
Guess what? Like so many other small businesses, you and I are the underdogs.
Now go out there and do something about it.
But before you do, please help your landscape and lawn care friends to join the community here at Landscape Digital Institute
I’ll really appreciate that.
