Irresistible Customer Experience Loyalty – Do’s & Don’ts Part II
In part one of delivering irresistible customer experience, we focused on what every customer wants. The next step, irresistible customer experience loyalty comes with consistency in being irresistible! And yes, it is doable. Apple, Ritz Carleton, Nordstroms, Zappos, all deliver it through relationships!
Do’s and Don’ts of Irresistible Customer Experience Loyalty – Part II
An irresistible customer experience:
- Is pleasurable.
- Makes customers feel wanted.
- Gives customers something they really want.
- Surprises customers with something positive that they didn’t even know we wanted.
- Gets better and better each time.
- Reawakens pleasant feelings they had before.
- Prevents or relieves difficulty or pain.
- Elevates customers in some way and puts them in a positive light.
- Greet customers w/ zeal and focus. Don’t use robotic greetings that seem disinterested.
- Show individual interest in them. Don’t queue them up like transactions.
- Design online and mobile interaction from the customer perspective. Get their feedback and make changes! Give your employees access to the same views to easily assist customers who call. Don’t let the silos in your company sour the customer experience.
- Embrace negative feedback w/ empathy and resolutions. Don’t defend with explanations and excuses. Tell the customer why the experience doesn’t make it better and repels them.
- Trust each customer until you have data that says otherwise. Don’t use procedures that treat every customer as a potential criminal. Irresistible customer experience loyalty comes from a trusting relationship!!
- Train your employees on how to build relationships & empower them to do it. Don’t reserve this training for just the sales folks. No matter what employee your customer interacts with, that interaction must draw the customer in again and again. It must virtually say “we want you not just your money.”
- Be flexible and adaptive. This doesn’t mean offering 100 different options. It means adjusting what you do offer to make the experience irresistible to customers. Don’t allow your metrics to become the culture. Metric-focused organizations slide into a rigid approach in service to the metrics. Serve the customer not the metric. Serve the customer and you’ll meet the metric.
From my professional experience to your success,
Kate Nasser, The People Skills Coach™
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Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.
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~Kate Nasser, The People Skills Coach™