How To Provide An Extraordinary Experience For Your Customers
Customer service. It matters. But what are the key elements of extraordinary customer service? It’s not always as easy as smiling and doing your job. What is going to separate you out from the rest? How will you reach your intended audience? What do you possess that will leave your customers begging for more?
We all are customers of businesses. To start, think about a recent customer experience you’ve had. How did it go? Was it what you were expecting, more than you expected, or just plain horrible? What made it that way? From the moment we step foot into the retail store, follow a link to a brand new website, or sit down to a dinner at a new restaurant, we immediately start judging our customer service. First impressions mean a lot, and usually those are the ones that last.
The Case of eBillme
I first heard about eBillme through Peter of BibleMoneyMatters.com. He wrote an excellent article regarding his eBillme shopping experience in which he was able to get an issue resolved thanks to the personal support of the eBillme staff. I was amazed that such a large company would go out of their way for one customer. Impressive!
This one example of extraordinary customer care at work. When you put in the extra effort, the good news spreads like wildfire.
Qualities of the Extraordinary Experience
There are what I call “qualities of the extraordinary” that we can all learn. Some of these are easier to implement and complete than others, but all of them are worthy of pursuit. Here they are in no particular order:
- Simplicity. The message of your company must be clear. There should be an overarching message or tagline that clearly states your purpose. For example: Shop Secure. Live Debt Free. This clearly explains that eBillme’s goal is to provide a secure online shopping experience – including being a place that promotes debt freedom.
- Fast service. You want to make sure that you provide prompt, reactive service to your customers. Nobody likes to wait, period. In order to provide quick service, it’s crucial that your team develops listening skills to better comprehend what the customer actually needs.
- Dependable service. Your service or product needs to work the majority of the time, if not all of the time. Being able to serve your customers with a high degree of reliability is crucial.
- Service with care! The more you care about your customers, the more kindness you’ll naturally show. This goes a long way. People can sense rather quickly if you truly care about their situation.
Deliver More Than You Promise
One of the key elements I try to deliver in business is something unexpected and extra. On my website I’ve implemented giveaways that encourage people to interact and take part in my efforts online. eBillme also hosts a popular weekly free contest on Wednesdays and Thursdays – a perfect way to get customers involved! What kinds of freebies can you give in your business?
It’s not always enough to merely deliver what you’ve promised. Instead, try giving more . . . unexpectedly! This creates a “wow” factor that other businesses will have a difficult time matching. Your customers will remember you because you did something extra – over and beyond what they expected. Remember, it doesn’t have to be something extravagant. Sometimes all it takes is something small. The little gestures that show you care is what we’re looking for here. I know from speaking and researching eBillme, they are one of those companies that genuinely cares about the service they provide.
What are some of the ways that you provide an extraordinary experience for your customers? Or as a customer, what are some things that you look for when you are buying a product or service? We’d love to hear from you!
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