This week we feature an article by Yogesh Chabria who shares an article about how customers want to be wowed and how you can turn your customers into fans. I often get asked how I focus on customer satisfaction with everything else that is going on? The truth is that your business is built to […]
This week we feature an article by Yogesh Chabria who shares an article about how customers want to be wowed and how you can turn your customers into fans.
I often get asked how I focus on customer satisfaction with everything else that is going on? The truth is that your business is built to serve customers hence customer satisfaction is one of your primary goals. In fact, I feel that customer satisfaction is an old-world concept. Nowadays, people want to be WOWed. They want to be blown away. To succeed in a highly competitive world, you don’t need customer but fans!
Now how do we make fans? I’d say, you need to level up your game. Companies like Apple and Amazon understand that it takes doing the right thing at all levels, and then doing something extra (it could little or a lot), to create real fans. For example, Amazon in India gives Amazon Prime Memberships for less than USD 20 and in return, they give a lot more. They offer free deliveries, Amazon Prime Video, Amazon Prime Music and also Amazon Prime Reading. That’s how they have me hooked!
Start by thinking about how you can WOW your customers with things that they have never expected from you. Let me share a few tips from my personal experiences of how you can achieve this with absolute ease.
Learn to Give, Give and Give
Yes, you read that right! This is a philosophy from the Gita, a 5000-year-old revered Indian scripture – give without thinking about what you will get in return. This works very well in business and life. If you give without expecting anything in return, you will benefit and succeed more. If you choose to continue giving to your customers long after you have made a sale; with only one purpose and that is to benefit them – they will become your fans!
Focus on Your Offerings
I understand that in business it is essential to keep an eye on the competitor. However, I’d encourage you to learn from your competition but don’t try to compete with or ape what they are doing. Instead, get inspired by the experiences you have. So if you go to a restaurant that delights you – find out how you can implement that in your business. For example, I once had my dinner at a restaurant and got a complimentary dessert – I really liked that! The next morning we gave away our online sales program at no cost to everyone who was participating in our live seminars.
Stay Connected with Your Customers
First, I would encourage you to always ask for feedback especially when the experience has been so-so or even bad for a customer. You will learn to improve, adapt and change from these unfavorable situations. Second, even after you have made a sale, regularly speak to your clients. Send them a text message, meet them, or create a system for follow up calls. Ask them if they need help or how could you better their experience. Staying in touch ensures that they know you are there for them.
For Example, I remember my stay at one of the boutique hotels. After my visit, I received an earnest call from someone at the hotel asking about different aspects of my stay. I gave them my feedback, and I felt like they actually cared and will take those recommendations into account for future guests.
Convert negative experiences into positive
Whenever somebody has a bad experience try to convert it into a positive outcome for them and you. One of my clients is a manufacturer of laptops and one of his clients had a bad experience. My client gave his client a replacement, and on my suggestion, he gifted him a fully paid holiday. His client was so surprised and thrilled that he shared it on social media. He also encouraged all his friends to buy their laptops from the same company. This way we managed to convert a negative situation to receive great PR and positive feedback, and also created a loyal fan for life.
Think about all the changes you can make by giving, listening, engaging and having conversations with your customers. You will not only be assisting your customers in solving their problems but you will also leave them feeling WOWed. I bet you will find that your customers will have become true fans!
Yogesh Chabria is a world-renowned leader in the field of human potential. He is a bestselling author, speaker, entrepreneur and founder of The Happionaire Way. To find out more visit www.happionaire.com
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.
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