The Power of Customer Experience: Define Your Differentiation
The Fulling team has begun a new video lesson! Each week in our staff meetings, we watch a culture & leadership video to aid in our professional and personal development. We are starting a series called The Power of Customer Experience: 5 Elements to Make an Impact by Elizabeth Dixon.
Today’s lesson was about meeting the needs of rising expectations. How can we differentiate ourselves in a competitive market? Elizabeth talked about the importance of recognizing what sets a company apart from other companies, what you can offer that others can’t.
She encouraged us to think about the MOMENTS that our company creates for customers that sets us apart from the rest. The moments that succeed expectations.
We learned about three different types of moments that helped us determine our differentiator.
Signature Moments - consistent and recognizable
Surprising Moments - delightfully unexpected
Solvable Moments - your critical response when something goes wrong
Some things mentioned in our staff meeting for our signature moments are being a reliable resource for our clients and consistency in response times. Some surprising moments are that we like to celebrate or recognize our clients when they hit sales goals, have personal celebrations or hard times (funerals, etc.).
Join us as we hear more from Elizabeth about how we can provide the best customer experience for our clients and make a positive impact!
Food for Thought
When was the last time, as a customer, you had an average experience with a brand? Why was it average?
What are ideas of signature, surprising and solvable moments for your brand?
How are you and your team prepared to handle solvable moments?
What do you need to do to celebrate the moments done well?