What do you typically think of the behaviour of rickshaw drivers at tourist places? They will skip some spots, they will be always in hurry to get back, high prices, correct!
Couple of months back my friends and I had visited Dwarka. We were looking for a rickshaw to roam. After half hour of negotiation and discussions of places to visit, with several rickshaw drivers, we met Piyushbhai. Without wasting a minute, he has asked for a very reasonable price and arranged beach sports activities for us without asking! We have told him that we will come back within 4 hours and we took 5.5, still, he had not even once made faces or told it is getting late and all!
When you get an experience like this you tend to pay more without being asked!
On the 2nd day also we have taken his auto for a full day and had some great experience. On one hand, we have got great satisfaction, on the other, he got paid more without any long bargains! We were so happy with the experience that we have decided if any of our friends are going to Dwarka, we will share his contact information with them. Similarly providing a great Customer Experience and exceeding customer expectations do wonder! Not only do you get repeat business, but also get referrals.
Today, customer relationships remain key to stand out in the pool of global competitors. Is it enough to just deliver quality products and services on time? How to create brand loyalty? These days customers are looking for more; something that pulls them off their routine and connects with them. They’re looking for something that touches their heart.
A WOW customer experience is about going beyond the customer’s expectations and into their often unsaid emotional needs and catches them by surprise. These experiences build brand connections and turn into stories, which spread by word of mouth. You can WOW your customers with a sudden upgrade in service, with a personal connection by the sales executive that creates a feeling of being understood or proactively resolve customer queries.
Steph Hyken, customer service guru explains, “above and beyond is when a company is just a little above average, all of the time. That’s what the best companies do. As a result, they deliver beyond their customers’ expectations.”
The most important lesson here is – in order to deliver meaningful support experiences; you do not need to make investments in millions of dollars. Something as simple as being responsive on your Social Media account can be enough to delight your customers. Are you ready to go above & beyond for your customers?
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