From the Far Eastern Shore of Maryland
What tastes better?
Eating BBQ chicken in front of the TV by yourself?
Or…
“Eating a simple BBQ under a palm tree, and you feel the sand between your toes, samba music is playing softly in the background, waves are lapping at the shore nearby, a gentle breeze is cooling the sweat on the back of your neck at the hairline, and looking across the table, past the column of empty Red-Stripes at the dreamy expression on your companions face, you realize that in half an hour you are probably going to be having sex on clean white hotel sheets…
The grilled chicken leg suddenly tastes a whole lot better.
Which chicken will you be likely to remember?
Which chicken would you rate 5 stars?
Ask yourself “Self, what was your most memorable experience as a customer?”
Odds are your answer probably included one or more of the following:
- Made me feel special.
- Showed empathy.
- Really cared.
- Personalized the process.
- Trusted me.
- Didn’t argue or delay.
- Killed us with kindness.
- Owned the problem.
- Surprised us.
- Made things simple.
The most memorable experiences are filled with emotion not extra features or value for money.
In a recent Harvard Business Review article on customer loyalty, the authors presented evidence showing satisfied customers (on a scale or 1-5) who only score the business a “4” are six times more likely to defect than a customer who scores a “5”.
To put it another way, there is a six-fold increase in customer loyalty between the fours and fives.
Having trouble wrapping your head around 6-fold and 6x?
The payoff to creating an experience is ginormous! Let’s try this:
The difference in revenue between a 4 star rated company and a 4.5 rated company is $107,000.00!!
Or this:
A report from Gallup suggests that organizations that optimize emotional connections outperform rivals by 26% in terms of gross margin and 85% in terms of sales growth. They cultivate emotionally engaged customers who are less price sensitive, less likely to buy from competitors, and three times more likely to recommend and repurchase.
If you haven’t believed me about the client or patient experience up to now, Harvard and Gallup have made the point for me.
And the only way to create these experiences, without hours of study, watching You-Tube videos until you are a zombie or spending $10,000 on a Disney Institute class is through my program “Systematic Magic: The Ultimate Client experience”.
And for the next 30 hours, you can get yourself a sweet discount on the program. Just use the code word “Advantage” (without the quotes) and save a princely sum of $700.
But hurry, this offer goes away at midnight Friday.
https://www.deliverservicenow.com/systematic-magic-blueprint/
Remember, you won’t profit unless you implement,
Vance “Gotta go cook some chicken for my sweetie” Morris