We’re back from a LONG break. Thanks for sticking with us.
Today, keeping customers happy requires more than just providing a quality product or service at a reasonable price. Customers have learned to expect more from everyday business - and we, as business owners, have evolved from a once-good-enough service economy to an experience economy.
A cup of coffee is only a cup of coffee, right? Starbucks turned an ordinary cup of coffee into a delightfully blended morning experience, where coffee isn’t the central commodity. Starbucks offers CDs, Itunes, book recommendations, news, community, free WiFi along with amultitude of choices for what goes in to your favorite brewed beverage, thereby making each concoction unique as the customer.
You say you aren’t Starbucks? Creating the best client experience can be simple and inexpensive. Try starting with the end result in mind. What is the overall feeling you want your customer to have? What can you offer that is complimentary to your product and service that may give your business that little “something” over your competitors?
Ask yourself what you can offer your customer that adds value to their experience. Spend 10 minutes going through everything you do to touch or affect your customer from start to finish, and find a way to transform it into an experience. As Starbucks has taught us, it’s all about the details.
Don’t be afraid to be creative appealing to your customer’s five senses. You may even want to consider your product or service as a supporting player in an overall experience.
Eventually, the experience you provide will become your ultimate marketing communication with your customers. Remember, the experience of buying a Starbucks coffee lasts much longer than the actual cup of coffee you walk out into the world with.
Think about the attributes that make your business unique as you open for business today. Keep marketing and good luck!
