I’ve been thinking a lot about customer experience as one of the best marketing tools available to business owners. This may seem obvious, but how much do we actually spend on implementing a plan to make the experience delightful, or at least pleasant, or maybe seamless, or possibly just less terrible? For some people, the dentist will never be delightful, but it definitely can be less terrible and certainly the interaction with the dentist and dental staff can be enjoyable – at the very least pleasant. There probably isn’t much hope for a change at the DMV (we have nowhere else to go) but even businesses that are selling a necessity (sewer scope, anyone?) can make the experience 5% better than what the customer expected.
Why 5%? Well, I got that number from my coach (watch his keynote here). I think the point is that it doesn’t take that much to make a difference. A little can go a long way. A customer you delight means a customer who is loyal and a customer who will tell others that you delight.
Yes, think about your SEO, your social media marketing, your online ads, and when you do, contact us to help. But, think about the customer experience more – at least 5% more.
PS: When you hire us to take care of your website, SEO, social media, etc. we bake customer experience into all of that, too.
