Anticipation is the key ingredient to creating a memorable customer
experience. When a customer is met with the surprise and delight of
having their unexpressed needs fulfilled, it creates a compelling
emotional connection and keeps them coming back for more.
That’s why successful companies such as, Ritz-Carlton, Apple, Nordstrom, Disney, and Zappos make anticipation part
of their customer experience commitment.
Anticipation creates a sense of urgency in employees and shifts
people into a proactive state. When employees are looking for
opportunities to deliver the extraordinary, customer experience is enhanced.
Every single customer interaction is an opportunity to create a defining moment in the relationship and a customer for life.
Andre Plessis
AP Consulting
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