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10 - Creating Exceptional Customer Experiences
Description
You want to create raving fans out of your customers and you can! You do that by creating exceptional customer experiences. Not through discounts, giving away freebies or adding overhead to your business, that’s not what I’m talking about. I’m going to tell you how to give wonderful experiences to your customers with minimal stress on your end. But that relieves maximum stress on your customer’s end.
I share a story about how an appliance store made my life so much easier when my freezer died by first giving me the heads-up my fridge would be next and then by offering me a loaner fridge while I waited for my ordered replacement to arrive. They solved the cause of my stress in the moment I needed it. And that’s a key to an exceptional customer experience. How can you make your customer feel seen and how can you relieve some of their stress?
Customer experience that makes the customer feel special, feel VIP, feel understood and valued, that doesn’t come through freebies and discounts. It comes from anticipating the customer’s need and making small adjustments to your service to accommodate it. Maybe you check back in with customers after three weeks of them coming to your gym. Maybe it’s a personal welcome note in a hotel room. I’m going to tell you how actually easy it is to deliver the kind of experience customers will rave about.
Key Moments
01:43 My appliance store customer service story
09:25 How that customer experience worked to alleviate my stress
14:35 An example of a brilliant resort strategy for guest rooms
- What are recurring stress points for your customers that you can alleviate?
- Do your customers feel individually seen?
- Simple things can mean the most, it doesn’t have to upend your whole company.
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Resources discussed in this episode:
- Anchored Leadership Academy
- Remember, podcast listeners can get into Anchored Leadership Academy on an early bird rate for the first 20 people to register. 40% off with coupon code ANCHOREDVIP40 at check out.
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Contact Kari Lotzien | Be the Anchor:
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Transcript:
Kari Lotzien: [00:00:01] Welcome to Be the Anchor, the Podcast. I'm your host, business and leadership coach Kari Lotzien. When the seas of life get stormy, and they always will, it is not up to us to captain anyone else's ship or to try to calm the waters of the ocean. It's up to us to set our own destination for what we really want, and to learn how to navigate those waves of life together while finding that place of security and stability with others. I call this being an anchor. If you are a dreamer, a visionary, an entrepreneur, whether you have an idea, big or small, that you think might just make the world a little bit better, kinder, gentler place, you are in the right spot, my friend. We are going to talk about everything from big ideas to mindset and strategy, and sometimes just how to get through the day. I don't want you to miss an episode, so be sure to follow and subscribe to the podcast so that we can stay connected and keep doing this journey of life together. Thanks so much!
Kari Lotzien: [00:01:10] Hello my friends. I'm so glad you're here. Today I want to talk to you about creating an exceptional customer experience. But I'm not going to talk to you about creating discounts or giving away a bunch of freebies or adding overhead