Building Customer Experience

If customer is king then there must be something special that
we could do for him, right? Certainly.

For this article, we shall discuss the ways and means to create
that delightful customer experience... a building block to
customer loyalty.

First, see your customers as one of your own, as your family.
This may sound corny or insincere simply because how could
one have an emotional bond with someone he has just seen?
With someone where trust has not been developed yet, with
someone you can not really be yourself with? Attachment
comes with trust. Then it's all about being yourself without
fear of being reprimanded but being understood and supported.

Does this mean that we could just take our customers for
granted? Of course not, why, is that how you treat your
family?

Understand that your family is the reflection of what you really
are. If you put up indifferent faces, it would eventually tell on
you.

If you could treat other people nicely, how much more should
you to your family? After all, you need your family's support
to carry you through tough times but also to help you in your
career. Hence, your family must be an ally in your future plans.
Give them high priority. Give them quality time. And that is
how you should treat your customers as well -- as family,
a family away from home that would help you get ahead.

Now as you connect your customers to family, cultivate notable
times to strengthen the bond, in other words – nurture that
unique customer experience to foster win-win relationships.

See, like family, customers want to feel appreciated. They also
want to get the convenience and comfort of the product or
service they are buying. They need to know they are getting
value for their money. This means, customers perceive value
to be much greater than the cost they paid for the service.

Work on being sought after.

Realize that key to attachment is trust. People like to do
business with people they trust. And many times, customer’s
trust is gained by extending availability outside of the
salesman’s job description.

Thus, do not be surprised or disturbed when a customer calls
for not your business or non-business related assistance.
Instead, consider yourself lucky that you were given their
confidence instead of other salesmen, so much more your
competitors. So, listen and do what you can for them, that
way you grow trust and dependability.

All in all, customer experience is about how customers felt
while doing business with you. The more concerned you were,
the more wonderful the experience. The longer those wonderful
moments were, the more unforgettable they become. The more
unforgettable they are, the stronger the ties you form.

So, why not whenever a customer pays you a visit, don’t just
offer a cup of coffee but a piece of doughnut as well. Ask of his
trip to your office and hook it up with the weather or some
interesting event. Add a little humor then ask how his business
is going.

Subsequently, provide solutions and subtly link your products
or services to it. Remember, don’t be too aggressive in pushing
your products or services. Don’t let him try to finish a glass of
water in one gulp. Slowly does it. Bit by bit. Then you would
have built a memorable customer experience.

Take note...
"Going an extra mile is not just about a smile but an experience."