One of the best ways to turn your customers into “raving fans” who can’t stop spreading the word about your business is to create “WOW” moments. You’ve probably experienced such a moment yourself, as a consumer—a moment where a business totally exceeds your expectations. If you can create enough of these moments for your customers and clients, they’ll spread the word far and wide. In this article we look at seven ways to accomplish this:
- Beat your timeline. If you know that a project will be done in 3 business days, tell your client it will take a week. Beating your stated deadline is always impressive.
- Follow up when they have a problem. If a customer or client has a problem, help them solve it. Then, follow up with a phone call one week later just to check in. Few businesses do this, so it’s a great way to stand out from the crowd.
- Product packaging. Have you ever purchased an Apple product? Their packaging makes each product feel valuable, exclusive, and exciting. Build packaging into the design of the product, don’t treat it as an afterthought.
- Under-promise, over-deliver. Don’t over-sell your products and services. That way, instead of being satisfied because the product met their expectations or disappointed because it fell short, they will be delighted because it exceeded their expectations.
- Spend one-on-one time until a problem is solved. Don’t treat customer complaints or help requests as a nuisance. Whether it is you or a member of your team, ensure that someone on your team takes personal responsibility for each customer that needs help. Don’t make them feel like a hot potato being passed from person to person.
- Anticipate needs. Innovate. Anticipate the needs and desires your customers will have. Steve Jobs once said that “You can’t just ask customers what they want and then try to give that to them. By the time you get it built, they’ll want something new.”
- Apologize. If your business makes a mistake, own it. Apologize. And then do whatever is necessary to make things right. These days, most businesses are doing whatever they can to minimize costs and shirk responsibility. Your customers will appreciate that you take responsibility for mistakes that you make.
What are some of the strategies you have used to “WOW” your customers? Share your experience in the comments below!