And I don’t mean after you asked them for a testimonial or feedback.
I’m talking about the kind of experience which left your customer feeling super special, raving about you to their friends and family straight away, tagging your business on their social media posts, and leaving them feeling amazingly GOOD because you went above and beyond.
Do you hear crickets? Well, you’re not alone.
Here are just a few statistics to prove this point, just in case you remain unconvinced:
Good gracious. It’s tough to keep customers coming when you’re not giving them what they want. So let me take a sec to show you just how much of an impact a superior customer experience can have for your brand, and how to replicate the same experience for your customers.
Recently I attended The Empowered Woman Live Retreat, where I was asked to be a guest speaker. As it happened, I also stayed on as an attendee. Held at The Fairmont Resort, Leura, in the beautiful picturesque Blue Mountains, it offered a pleasant respite from the hustle and bustle of Sydney.
From the moment I entered the foyer, I was floored by the experience. Everything – from my experience at check-in to exploring the grounds of the resort – screamed perfection. My interactions with the staff at breakfast and lunch made me feel cared for and a bit pampered. Even the Event Management Team, responsible for looking after any requests during the three-day event, provided attentive service and exquisite hospitality. I can tell you that I was SUPER impressed by and in awe of how they perfectly executed their customer experience.
How can you create such a blissfully memorable encounter with clients? Check out the hallmarks of Fairmont Resort’s beautifully implemented plan:
Consistency: Make sure every single staff member delivers the exact same high-quality customer service, no matter who they interact with.
Superiority: Go above and beyond for customers. I felt so special when the concierge (and I feel terrible that I can’t remember his name!!!) actually escorted me half-way across the hotel to show me how to access the pool area and beautiful gardens, which I wanted to explore. He seemed so happy to do it, a huge smile pasted on his face! By the way, smiles are definitely contagious.
Get Personal: Treat your customers like human beings! Talk to them, start a conversation, show you are interested in them as a person.
Customize: Create a personalised experience. Find out something that makes each client unique: an interest, a preference, a deadline or meeting. Remember it. Write it down. Then do something about it, and let your customer know you remembered. This adds an “extra touch” to whatever you are doing for them. During my experience, the concierge actually remembered my name – and let’s face it, I don’t have the easiest name to pronounce! I felt like royalty.
At the core of their unforgettable customer experience, the resort made me feel important. They made me feel like they cared. The Fairmont staff and management understood the importance of connecting with their valued customers in an authentic way. The ability of any business to personally relate to a customer and build on this connection translates into success.
These days it kind of feels like superior customer experience is becoming a lost art, which is a huge concern for business. If you want your customers to stay loyal, you have to invest in the customer experience. In fact, it has to be at the heart of your marketing strategy.
“Nobody cares how much you know, until they know how much you care.” – Theodore Roosevelt
If you would like to talk about your customer experience and how you can improve it to grow your business, feel free to call me on 0405 277 615 or email janja@connectionconsulting.com.au
Such great tips! I can’t wait to implement them into my business! Thank you!
You are welcome Liz! I’m glad you found it helpful, very simple tips anyone can implement straight away for maximum impact. Thanks for your feedback, it’s appreciated!
Awesome work Janja!
This is a great post!