We had a way cool guest on the High Velocity Radio Show today by the name of David Eckoff. The focus of his message was on the customer experience, and what some companies are doing to make it a truly "WOW" experience.
But tonight, I wanted to talk about a quote that David referenced on the show today. I have heard it before, but hadn't thought about in a while. It goes something like this:
People may forget you say, people may forget what you do, but they will never forget how you made them feel...
The simple purpose of this post is to remind you of this profound statement. It was very important for me to hear it. I suspect it is important for YOU to hear it. Again.
You know the feeling. You experience something so amazing, that you can't help but tell someone about it. Pause for a second, and recall when you last felt that way about a customer experience you had...
...ok, that's the feeling you are trying to achieve for ALL of your customers. Every day. How? Every member of your organization MUST ask these questions each day:
- What are you doing - with every decision and action - to make your customers have a wow experience?
- What was it about their experience with you that was and is memorable? Do you know what you want to your customers to feel?
- Will they tell people in their circle about you?
- And if so, what will be the story they talk about?
- Are your employees EMPOWERED to make the customer experience one to remember?
Challenge yourself and your organization with these five questions EVERY day. I promise that I will. We all need to do this, even the best of us. In fact, it's the best of us that ARE asking those questions. And taking action on the brainstorms they generate from that discussion.
What are some things you are doing to make your customers say "wow" - please share!