Create a Culture People Desire
This is a contributed post and may contain affiliate links. The thoughts and ideas expressed may not be exactly what the copywriter Scott Sery believes. But he did read it, and signed off on it, so it’s at least pretty close.
Customers are harder to impress than ever. Sure, there’s always been the need for effective communication (a lot of businesses still struggle with it for some reason) when it comes to long- term success, right? But then there are other things too. Honestly, fancy marketing and slick slogans don’t mean a thing if the day-to-day experience is lacking. What really sticks? The tiny details, no, really, it’s the things nobody notices until they’re missing. That’s when people start to feel like something’s off, even if they can’t put their finger on it.
Businesses put so much effort into the big things, but it’s the small stuff that sets a place apart. It’s just something that a lot of them just don’t seem to realize. But overall, clients don’t just want decent service, they want to feel looked after in ways they didn’t even realize they needed.
Personalized Experiences That Just Feel Effortless
Okay, so for starters, nobody wants to feel like just another number in the system. Customers are used to Netflix knowing what to recommend, their coffee app remembering their usual order, and online shops saving their size. So why do some businesses still treat every customer like a complete stranger?
People expect businesses to remember things. Not just their name, but the small stuff, for example, how they like their coffee, their usual stylist, the fact that they always book appointments for the earliest time slot. It’s not about over-the-top grand gestures. It’s the subtle things that show a business is paying attention.
When those details are missing? It feels impersonal, sure, it’s only fine the first time around, but afterwards, that personal experience needs to happen.
Proactive Communication, Not Just Replies
Now this one might seem surprising, but this is recently growing into a bigger expectation. So, there’s nothing worse than feeling like you’re the one doing all the chasing. Customers shouldn’t have to reach out to ask if their order is running late or if their appointment is still on, it should already be handled. Basically, a quick heads-up can be the difference between a seamless experience and total frustration.
So, one of the best examples would have to be appointment reminders, whether you’re seeing them, they’re coming to you, or even just an online call. It used to be a nice extra, but now, everyone is busy, and automation is everything, and it has become a major expectation. Basically, an appointment reminder text message isn’t just helpful, but it’s something clients assume will happen. If it doesn’t? It feels like something is missing.
Again, that’s just one example of course, but this goes for other things too, like an order confirmation, shipping updates, and estimated wait times. Overall, people just want to know what’s going on without having to ask.
Cleanliness That Goes Beyond the Basics
Nobody walks into a business thinking, “Wow, the floor isn’t sticky!” Usually, it’s the exact opposite, right? So, if you’re having a workspace where clientele come to your business, then it needs to be cleaned. Basically, if there’s a dusty counter, a forgotten coffee cup, or menus with mystery stains, then yeah, people notice. And once they see it, they can’t unsee it. It doesn’t need to be a deep clean, but the next best thing would be nice.
Payment Should Be Easy
If a customer has to ask, “Do you take Apple Pay?” or “Can I split the bill?” it already feels outdated. People expect seamless payment options. Besides, digital wallets, tap-to-pay, and split-payment features aren’t luxuries anymore, the same goes for websites too.
What little things are you skimping on that is hurting the customer experience? What little extras can you do to ensure the customer experiences greatness?