CX Tip: Surprise and Delight
Lee Kantor: [00:00:06] Lee Kantor here for Business RadioX. Jill, today’s customer experience tip is surprise and delight. Please tell us more.
Jill Heineck: [00:00:14] Think about a time when you have gone above and beyond to give a wow experience for someone, were they expecting it? How did it make them feel? Much like the Ritz and companies like Zappos and Mercedes Benz, my team at Heineck & Company celebrates touch points along the customer service journey that will further the emotional connection with them and with our business partnerships throughout their experience with us. We want to give them that warm and fuzzy, and also surprise and delight them along the way.
Jill Heineck: [00:00:43] Our mission is to instill a media impact, making the seemingly impossible possible, while cultivating experiences worth repeating and, of course, sharing. What could you do to tweak your business model that would do the same, remembering that the little moments aren’t little, and they can create big brand legacies through customer advocates for life? So, we, what we try to do is make sure that they’re not expecting certain things along maybe a dull process. So, for example, if you’re getting through your inspection process, and we’ve kind of reached that milestone where everybody’s in agreement, we’re moving towards closing, that’s a big deal. And so, we celebrate those moments with our clients. And this has created our customers for life. That’s your tip for the day.
Lee Kantor: [00:01:28] Great tip, Jill. Thanks for listening.
Connect with Jill at heineckandcompany.com.