Satisfaction is not enough
September 9, 2008 by ShannonCherry
Filed under Business
I recently read an article in Newsweek on why customer service is the key to small business.
And something struck me that one of the experts in the piece said: “If all you do is satisfy your customers, that’s not enough.” The story goes on to explain that you need a total customer experience in order to compete.
A total customer experience? What the heck is that? Sure, it’s relationship building, but what else? Somehow I just can’t envision what a total customer experience would look like.
How about you? What would be a total customer experience in your business?
A total customer experience could be an emotion the customer associates with your business so he comes back to you over and over again. You can do that with small things, like unusual service, such as washing the clients car while he stays in your hotel. Or finding out the favorite brand of coffee or wine and serving it. The customer gets the feeling that the business CARES and he leaves with a feeling in his heart that is much deeper than “Wow, those guys have a friendly customer service”.