Home > Customer Service, Working with People > Creating A Killer Customer Experience and The Story of The Happiness Machine

Creating A Killer Customer Experience and The Story of The Happiness Machine

OK – I know what you are thinking.  The Happiness Machine and Killer Customer Experience – These are words that just DO NOT belong together.

I’m here to tell you that I am one of the few who believes it’s possible to have a Killer Customer Experience (in a positive way).  And as for The Happiness Machine, well – You’ll just have to see for yourself.

Check out the video below. Coca-Cola (service provider) demonstrates an example of how to deliver a truly killer customer experience to a group of college students.  What I like about this, is it serves as a good reminder of what is possible.  Check it out!

So what can we learn from this video on providing a killer customer experience?

  1. The importance of over delivering.
  2. The idea of giving the customer something they don’t necessarily expect
  3. The concept of “going the extra mile” doesn’t always have to be a “full” mile

The importance of over delivering

Often customers expectations are either set by their perceptions or by what you tell them. I have found it most important to get ahead of the expectation curve, by setting a clear expectations on what level of customer experience they can expect from you and your organization.

Frankly, You cannot over deliver if your customer doesn’t know what you do deliver.  Furthermore, the expectations a customer has (real or perceived) becomes the bar in which must deliver to on a regular basis.  When you fail to deliver against baseline expectations, you will quickly find yourself in damage control – certainly a far cry from providing a killer customer experience. OK.. maybe it will be a killer customer experience (but we’re talking about trying to provide a positive killer customer experience).

One other point, I do not prescribe to the theory of under promising.  I believe you should say what you can commit to doing with certainty (i.e. no “sandbagging” here).

With all of that said, you should then aim to provide a level of service that exceeds what you have said you will do.  A great example, might be getting back to a customer sooner than you said you would.  It may be writing a written email, followed up by a phone call.  You can start to get the picture.

In this video, Coca-Cola over delivered by providing more than what was expected (e.g., more than one soda; a bouquet of flowers with their soda, etc.).  One thing to notice in the video.  In all cases, they got at least what they paid for – a Coca-Cola.

Give the customer something they don’t expect

This video is loaded with examples of giving something the customers did not expect: flowers with your Coke; pizza with your Coke; some guy pouring your Coke in a glass of ice; getting extra Cokes to share with friends and random strangers – you catch my drift.  Coca-Cola did some pretty nice things and they got a great reaction from their customer base (i.e. lots of smiles). 

Giving the customer something they don’t expect is somewhat like over delivering.  However, I draw the distinction in that over delivering is doing more than what you said (maybe faster, maybe better quality).  Giving the customer something they don’t expect is like providing something extra they didn’t necessarily think you would ever provide.  It might be pointing a customer to a competitor that has something that you do not.  It might be following-up with a customer after you have long finished a project to “check on things” for them. 

It’s the essence of going above and beyond your traditional role to to ensure a good customer experience.

Going the “extra mile” does NOT have to be a “full mile”

This is an important note (especially for all of the “naysayers” out there).  While it is critical to over deliver and/or do something they don’t expect, it’s important to note that it doesn’t have to be a big gesture or always giving away free stuff.  It also doesn’t always have to take a great deal of time. 

In the end, it’s more about showing the customer you are putting their needs first and you show a genuine interest in their business and success.  It about the small stuff!!

Calling it a Wrap..

My point is this. Customers all but expect to be let down one way or another when it comes to receiving customer service.  When you actually get good customer service, you are taken a bit off-guard.  And when you receive amazing customer service – well that just gives you warm fuzzies all over (not too mention getting that a big ole “teeth showing” smile).

And when you watch that video, step back and tell me how much you would love it if customers felt about you and your team if the way these students felt about Coca-Cola!  So as service providers shouldn’t we all strive for this level of customer service?

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