This Week’s Rule of Three QUI QUOTES to Deliver the World’s Best Customer Experience.
The “World’s Best” customer experience is not what “the World” sees it to be, but rather is what one customer personally feels it to be. To them, it’s their “World’s Best.”
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” So, I encourage you to remind yourself and your colleagues about this week’s Rule of Three QUI QUOTES to deliver the World’s Best Customer Experience. Why only three? Because nobody can remember Number Four.
QUI QUOTE: Nobody raves about average.
You are happy because customers were satisfied with their purchase of your product or service. But that’s not good enough. Satisfied customers feel that their experience was good, not better, just average. Nobody raves about average. Satisfied customers will not return once they find a better experience or a lower price.
So don’t serve to sell to customers. And don’t serve to satisfy customers. Don’t treat customers as they expect to be treated. And don’t treat customers as YOU expect to be treated. Instead, treat customers a little better than they expect. Serve to WOW them! Be Magnificently Boring! (See my previous QUI QUOTE about how to deliver Magnificently Boring service.)
QUI QUOTE: Overpromise and underdeliver.
Overpromise and underdeliver, and you’re sure to lose a customer’s trust. Don’t make it right, and you’re sure to lose a customer.
QUI QUOTE: Perception is reality.
To your customers, perception is reality, image is everything, and their feelings are the facts. Customer experience is not about what you THINK YOU CAN DO BEFORE and AFTER their experience. It’s about how your customers FEEL DURING their experience. When it comes to their experience and your service, don’t be just good. Be GREAT out there!
When you remember and follow the Rule of Three QUI QUOTES, you will deliver the World’s Best customer experience.
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BILL QUISENG | Deliver the World's Best Customer Experience 