On Making Customers Smile
January 18th, 2007 by Megan Mahan
Another stellar post from Creating Passionate Users, on making customers smile:
Marketers and managers tell us to “delight” the customer. But they’re usually talking about heroic gestures, “empowering the front line”, and virtually always about how to use this “happy customers” focus as a competitive advantage. But sometimes it’s the smallest of things that can make all the difference.
CPU blogger Kathy Sierra gives a handful of examples of uninstitutionalized, smile-inducing touch points, which create a genuine (and positive) lasting impression. Here’s one:
Fresh-baked cookies in the lobby. GOOD coffee in the reception area, not that crap instant with fake creamer. When I taste that first sip of really good coffee, I always close my eyes and smile. Bliss : )
Ugh. I really, really hate the fake creamer.
All of the examples speak to exceeding a customer’s expectation of the experience. And it usually is the small things that make all the difference.
This really is a can’t-miss post; check it out in full here and think about the little things you can do to improve your customer’s experience–to make them smile.
Gorgeous photo by Flickr under Creative Commons license: http://flickr.com/photos/daexus/329687468/
