In this edition of Magic Monday, we share five areas that can help you smoothly create an unmatched experience for the people around you.
Often, when asked to define “unmatched,” the exact wording may vary slightly from person to person. The elements included are most often the same, though: Going above and beyond, particular attention to detail, personalization, anticipating need, and being genuine.
These seem to be universally recognized essentials of excellent service. Shep Hyken, a customer service and experience expert and author of “Moments of Magic,” describes the ideal customer experience as a convenient, frictionless, or hassle-free experience. He identifies five areas in particular where opportunity often exists to reduce friction and create what we would call an unmatched experience:
1. Duration
If there are long delays between communications, your client or coworkers may begin to wonder if something is wrong. Regular touchpoints are one of the easiest ways to make people feel valued and heard. Even if the communication is that there isn’t any yet, assuring them they have not been forgotten is still meaningful.
2. Memory
This can be as easy as remembering details about others that they share with you, such as their preferences and what they value. Then, act on that to deliver what you know will be the most unmatched experience for them.
3. Consistency
A lack of consistency can quickly erode trust. Mr. Hyken specifically notes that a crucial point of friction is receiving inconsistent information from separate people. Take the time to ensure everyone on your team is aligned on goals and expectations to ensure a consistent delivery.
4. Empowerment
Empowering someone else with the tools needed for self-service can be a powerful way to problem-solve quickly and efficiently. It can also encourage ownership, leading to a stronger sense of true partnership where both sides are contributing.
5. Proactiveness
Anticipating a need – often before the other person even realizes they had one. Observation and memory go hand-in-hand on this one. Pay close attention to the other’s preferences and tendencies. Then, use memory (the second item in this list!) to proactively incorporate them into your processes and deliverables before even being asked to.
All the above examples are applied just as easily to your fellow employees, as well! Delivering a truly unmatched experience ultimately comes down to one very important subject of focus: people.
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