Don’t just get customers talking about your business — get them to gush.
Customer service and customer experience (used interchangeably now) are discussed a lot, and for good reason. How a customer or
client feels as you work with them is one of the most important and lasting impressions of a business relationship. It’s what people talk about with their friends and colleagues. It’s how word-of-mouth either makes, or breaks, your business.
In the past, a good customer experience simply meant a lack of disappointment – the person or business performed competently. It was adequate, but nothing to write home about.
Most of us know that’s just not good enough today. It’s so easy for someone to share an experience – good or bad – that we shouldn’t strive for anything but an extraordinary experience. It can make a huge difference in attracting new customers and being able to charge fair and profitable prices for your products and services.
Sarah Petty and Erin Verbeck emphatically make the point throughout their
book “Worth Every Penny: Build a Business That Thrills Your Customers and Still Charge What You’re Worth” that wowing customers is essential and it really doesn’t take that much more effort if you do it smartly. They share their ideas and secrets in the book.
I saw Sarah speak at a national event recently where she discussed, with pitch-perfect balance I might add, the joys of kids, customers and marketing. (Her company is called Joy of Marketing.) She also talked about creating customer experiences that make people “gush” about your business.
She outlined the indicators of a truly “gush-worthy” customer experience:
- Customers feel as if they’re being treated as an individual, and you’re delivering service customized to their personal desires.
- The relationship is a two-way street. The customer is willing to pay more because you’re willing to offer more personalized and more attentive service. The customer knows they’re getting more, and that costs more.
- Both you and your customer are excited to do business together. The overall experience is a delight for all involved.
- Customers feel as if they’re your favorite client. You greet each other like long lost friends.
I had the chance to speak with Sarah and Erin after the event as well and learn more about their business Joy of Marketing. They’ve designed some wonderful programs and products designed to help you gain as much “gush” for your business as possible. They write, teach, speak, and deliver great content for those looking to create a high-touch, big-results business model.
Wait…I think I may be gushing about their business…!
Have a great week.
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