Make the Ordinary Customer Experience Unforgettable!
How many weddings have you attended that follow roughly the same routine? The guests gather in the church or wedding hall, are seated, the music starts, the wedding party slowly progresses down the aisle, followed at last by the bride in the traditional bridal march set to traditional wedding music.
The bride walking down the aisle is my absolute favorite part because I love seeing the look on the groom’s face. That look says it all. That’s the part that I always remember.
Now, why am I talking about a wedding march in a business blog?
There is a recent video of a wedding ceremony that is absolutely unforgettable! You may have seen it in recent news media coverage. It is a fantastic example of taking something ordinary, yet special to us, and making it unforgettable to those that actually experience and witness it. One couple made their ceremony unforgettable by taking the traditional wedding march and turned it into a memorable experience.
The guests were seated in the pews, the music started, but it wasn’t traditional music. It was “Forever” by Chris Brown. This is popular dance song that is very fun and upbeat.Each maid of honor and groomsman danced down the aisle together, each in their own style. All of them were also wearing sunglasses. It made EVERYONE in that church SMILE! Everyone enjoyed seeing the spin that each couple dancing down the aisle would put on their dance. The spirit of joy and celebration was infectious and each new couple was early watched dancing down the aisle. The bride was the last to dance down the aisle and had her own dance. I think it would be difficult to watch this video and not smile.
The correlation between this wedding dance and our businesses is simple – they took something ordinary and made it unforgettable and unique. Our customers have the expectation that in our businesses things will follow a certain routine. Each and every one of us is in a business where we have competitors that do similar things that we do. Sure, we have some differences, but the point is to make yourself radically different. This would follow along the lines of Joe Calloway’s book “Category of One” and Scott McKain’s book “The Collapse of Distinction.” Both of these books are highly recommended reads to truly differentiate your business.
Look at the routine processes in your organization and find ways to make them different. Make them memorable. Make them unique. Do something different that has never been done before. Sure, this may take you out of your comfort zone and completely change your normal way of thinking, but that is the point. Do things in such a way that it truly impresses your customers. By doing this, you will be exponentially increasing customer satisfaction among your customers. The customer service that you will be providing them will be amazing to them because it will be DIFFERENT! Your employees will be energized to find ways to put a new spin on the ordinary and mundane.
Another point to notice- each of these couples dancing down the aisle had their own moment in the spotlight, but all of them together made the entire experience one to remember. Each of the people that you have working within your organization has special talents, abilities, and strengths that will contribute to the distinction of your own company.
And now, for your viewing pleasure……… the best wedding procession I have EVER seen! Please click on this link to watch this. Sit back, enjoy, and smile!
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Comments
Kristina, Thanks for sharing with us this awesome video.
As with the article itself, what you bring up is exactly what I was taught when I used to work for Marriott Hotel. They would stress the importance of going above and beyond the guest’s expectation so that they will remain loyal to the brand.
Today, your company brand is being shaped not by you, but by the customers through the use of social media. Taking that extra set to set a memorable experience will certainly set your brand apart from the rest.
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