Transforming your customer’s experience is successful only after you have made it a consistent expectation.
Your customers are already having an experience, good or bad, when they do business with you. When you are looking to transform the experience, the key is to look at every part of your business through the eyes of your customer. Make changes where you see a need or where you see an opportunity to delight them. Delighting your customers is the result of having surpassed their initial expectations.
So, now you may be thinking that your experience is transformed based on the changes that you have made. This is only partly true. The true measure of success is when you have made the new experience a constant for them. They need to be able to expect the new experience each and every time for it to be a successful transformation. Otherwise, it is merely a one time chance event.
Here’s the rub: while you have delighted your customer today with the novelty of the new experience, it will become tomorrow’s minimum expectation. They key is to keep revisiting everything in your business to discover ways to make your operations and business processes unforgettable. Your competition will copy the innovative changes you just made.
What will you do next to stand out from the crowd?