So…I was listening to a podcast coming to work this Sunday morning and to be honest it was not a very compelling listen. I almost turned it off to find another one that was more interesting and lively but I didn’t. Sometimes – as with meetings you go to – you just keep at it until you get one nugget you can take home with you. (and besides, Sunday morning radio is just the public service programming that radio stations are required to broadcasts…sometimes they’re good listens but mostly they’re…ugh!)
So I kept listening…
And listening…
Mind wandered…
It came back…
And then…
POW!
WOW!
I found the nugget!
The guy talking spoke on the Customer Experience and how if you exceed expectations (Highly satisfy to use our language) you will establish “word of mouth” through social media and just plain old fashion conversations. He went on to say that meeting expectations or just satisfying the customer is taken for granted by the customer. That is what is supposed to happen. This establishes absolutely no “word of mouth.” Satisfying does not cause the customer to take out their smartphones and Tweet, facebook, Instagram, Pin or even talk about the service provided.
But if you EXCEED
If you HIGHLY SATISFY
Tweets fly…Facebook explodes...Pictures get posted…conversations start…
It’s all about getting the customer interested in what you’re doing in such a way that makes them want to come back
And…
BRING THEIR FRIENDS!
We have to Engineer the Wow!
Reputations are either GREAT or HORRIBLE
No one ever talks about the plain…the expected
LET’S BE GREAT!
LET’S WOW!
I’m glad I kept listening…
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