Let’s get the best example out of the way: Disney’s theme parks. Most people tend to agree that these places have mastered the customer service experience and know how to create ecstatic customers with every visit and purchase. But stellar customer service isn’t something that magical- ly happens, even at Disneyland. There are very specific things businesses do to ensure they have ecstatic customers. They know how to make emotion- al connections and build strong relationships. They personalize your experience. They bother to learn your name, birthday, anniversary, likes, and dislikes. Basically, they try to get to know you better. Then, they use that information. It might be a card in the mail (a thank you, a happy birthday, etc.). They may even send you a gift. At any of Disney’s parks, you can get a free pin to commemorate events like your first visit or your birthday. These pins can com- pletely change your park-going ex- perience. Cast members acknowl- edge your pin and make sure you have an extra-special time. They listen to every customer. If you, as a business owner, are doing something right and hear about it, keep doing that thing. If you’re doing something customers don’t appreciate, take time to acknowledge it and make corrections. Maybe a new service is missing the mark and falling short of customer expectations. Let them know you’ll address the problem and make it right. Take surveys, ask questions, and incentivize feedback. If someone spends a few days at a Disney theme park, they may run into a cast member who is taking sur- veys. Or, if they use the My Dis- ney Experience mobile app, they
“When your employees excel in their positions and your business is clean, professional, and down to earth, the results speak for themselves.”
foundation for delivering a wow experience today. Your customers will feel lucky they found you.
may see surveys pop up during or after their visit. These surveys are designed to gather feedback and data on what customers enjoy the most as well as what their chang- ing interests may be. The more customer data you collect, the better you can tailor your services and home in on what makes your customers happy. Be the model business. If you’ve been to any of the Disney theme parks, you know how clean and organized everything is. They make great strides to hide all the behind-the-scenes “clutter” from guests. On top of that, every employee/cast member exudes professionalism. When your employees excel in their positions and your business is clean, professional, and down to earth, the results speak for themselves. Customers appreciate cleanliness and organization, and that includes your online pres- ence. With fewer customers visit- ing your office or brick-and-mor- tar location, your online presence needs to be stellar. That means a well-designed website with plenty of high-quality content! Bring all of these things togeth- er, and you’ll be left with very happy customers. Of course, there is far more you can do beyond these points, but implement this
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