What is a customer experience? Let's stop a minute and really think! Think of a place you were in, picture the peoples faces in your mind, and recall how you felt during and after the experience.
Why does it takes so long? Because there are so few to remember that wowed you .Now on the other hand if I asked you to recall any bad experiences you probably could answer me in ten seconds or less RIGHT?
How is a cstomer experience made up?
Typically, people I interviewed said
I felt like they understood my wants and needs , I was treated wlike an individual with respect They actually cared about me/ family, They walked the extra mile to do evrything to help me with my purchase and lastly they made me feel like I/We were the most important people in the world.
However that's not all there is to a great customer experience we are sure that when you entered the experience you wanted a nedd to be fulfilled. You wanted to purchasse a product and a service
THIS IS WHAT I CALL THE PHYSICAL ASPECT!!!
THE WHAT ASPECT?
MISTAKENLY THIS IS WHERE MOST DEALERSHIPS FOCUS ON ENTIRELY! We sell vehicles , service financial services etc.
So now let's reflect back to your best ever customer experience Was it just about the delivery of the product and service? NO, It was about HOW YOU WERE DEALT WITH,
AND HOW IT MADE YOU FEEL.
Taking immediate delivery of your new vehicle,and maybe recieving a better price than you expected are all physical attributes and certainly will contribute to your greatest experience .What exactly were your feelings during the sales process A customers feelings is also about....... E M O T I O N S
EMOTIONS? AHA! A great customer experience is also about stimulating a customers emotions.
So now we have established there are two parts to a great customer experience one being physical and secondly being emotional.Emotions are one of the most overlooked aspects today.They exist in everyone of us and they're constant. You always feel an emotion before you can make logical sense of a situation. I ask you this, How many meetings or discussions have you attended where you have discussed the types of emotions you are going to evoke to your cuastomers? Emotions are a key differentiator.
For a car company the customer is living and experiencing your brand for maybe three,four five years on longer the minute they left your dealership everytime they get in the vehicle.
STAY TUNED NEXT TIME I'LL SHARE WITH YOU THE HOW TO'S TO CREATE THE PHYSICAL AND THE EMOTIONAL ASPECTS TO CREATE A WORLD CLASS SHOPPING EXPERIENCE!!