In this Magic Monday, we share five ways to keep things smooth and create unmatched experiences in your personal and professional life.
Often, when asked to define something as “unmatched,” the exact wording may vary slightly from person-to-person. The elements included are most often the same, though: Going above and beyond, paying particular attention to detail, personalization, anticipating need, 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 whether in your personal or professional life.
1. Duration
If there are long delays between communications, people may begin to wonder if something is wrong. For example, regular touchpoints are one of the easiest ways to make clients and customers 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. It can be as simple as remembering a friend’s coffee order. Then, you can act on that to deliver what you know will be a memorable experience for them.
3. Consistency
A lack of consistency can quickly erode trust. In business, Mr. Hyken specifically notes that a crucial point of friction is receiving inconsistent information from separate people. Take the time to ensure your teams are 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.
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 people’s preferences, tendencies and circumstances. Then, use memory (the second item in this list!) to proactively incorporate them into your interactions.
You can easily apply these examples to your coworkers, employees, clients, friends, and family. Delivering a truly unmatched experience ultimately comes down to one very important subject of focus: people.
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