How do people remember their experiences? Take a holiday for example. It doesn’t matter how long you’ve been away, a few months down the line you’ll only remember the highs, the lows, and how you felt right at the end.
This is the same with customer experiences. It’s the stand-out moments, good or bad, that will stick with them long after they’ve used your service.
That’s why it’s so important to delight your customers. If they leave with a positive memory that stands out, they’re more likely to return and refer you to their social circle.
However, in order to delight your customers, it’s vital that you get the basics right first. There’s far more potential to upset your customers than delight them and failing at the first hurdle could leave them with a memory that could create a negative impact.
In my latest video, the second in my series on innovation, I discuss how to get these basics right and then how to take the next step to create delight using innovation. Watch it here:
If you missed it, to watch my first video in the innovation series, click here.