Customer expectations have changed dramatically.
Customers want it instantly, and they want it seamlessly.
When we get customer experience (CX) wrong, we have:
⦿ Decreased sales and revenue
⦿ Increased expenditure via marketing spend to compensate for sales
⦿ Decreasing customer loyalty
If we deliver just what a customer expected (like any other provider), then we become forgettable.
If we deliver an extra component to match a request, we will be remembered.
✅ When we can deliver a value add that is unexpected, that's when we become unforgettable to them and create a raving fan for life.
To engineer CX delight, run an ideation session with the following parameters.
💡 Generate ideas as to when and where we can provide an unexpected
value add or element of surprise. For example, after an invoice is paid, after a client has signed up, an anniversary date, etc.
💡 Generate ideas for low-cost ways of adding value, surprise, and
delight. E.g. a handwritten card, a customised experience, a unique recipe¦
💡 Make sure the ideas are relevant, fun, memorable, meaningful and