Over the last few months, I have been thinking a lot about what makes an individual prefer one company over another. In my experience, it is not always who’s the most talented, fastest, smartest or cheapest. A lot of time it’s about service. Is it easy to do business with that company? Does this company deliver on what they promise or communicate when there may be a problem? Are they enjoyable to work with? Do they elevate my brand? Does their core value align with my core values?
For me, it’s the attention to little things that really WOW me about a brand. For example, a few months back I took advantage of Warby Parker’s eyeglass lens replacement policy. The policy states that when you purchase a pair of glasses from them and somehow the lenses are scratched within a year, they will replace the lens free of charge. My order incidentally was lost in shipping, but I called their corporate office trying to track down the glasses, and it couldn’t have been a better experience.
There were a number of things that made the experience stand out as so unique. First, when I connected with a customer service rep, she already had my account pulled up. WOW #1
Next, I told her my name and briefly why I was calling.
She apologized and mentioned she thought something might have happened in shipping and they would send out a BRAND NEW PAIR via express shipping. WOW, #2. I think I might have even said WOW on the phone. I was almost speechless at how easy it was to do business with Warby Parker.
Creating these WOW experience for your guest will create RAVING reviews and loyal fans of your brand! These people will do the advertising for you; sharing your content on social media, telling all their friends about your product and being a loyal customer. Honestly, it doesn’t take much to treat guest and clients well and it pays for itself ten times over.
So I ask what are you doing to WOW your customers?