“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” — Jeff Bezos ~ CEO of Amazon
The best companies realize that they are not just selling a product, they’re selling an experience. From the first moment someone hears about us, the experience begins. We are given an opportunity to tell our story with every interaction and touch point we have with our customers.
When we connect with them beyond what we manufacture, a relationship is built. When someone first visits our page, the content we create begins to show who we are. If our story is authentic, we are more likely to find visitors clicking the link to our website. When they do so, we can further our narrative by showing them what we care about.
We solidify who we are by taking action to answer questions and alleviate customer concerns during the purchase process. And when we follow up to ensure that we have provided the utmost value to them, we tell our story all over again.
We need to show people we care by actually doing so. People are talking about us, we need to make sure we are a part of the conversation each step of the way. We need to provide an experience so pleasurable that our customers can’t wait do it all over again.
We want to buy from who we know. It is our responsibility to show why we do what we do because we inspire others to want to come along for the ride. We build our brand with everything we do, we need to allow others to take pride in who we are.
A quality customer experience is timeless because it’s something we will always be willing to pay for. And we can exceed all expectations when we remember what we’re really selling.
Strength in numbers is not defined by how many people you have working for you, but by how many people know you care.