“It’s the little details that are vital. Little things make big things happen.” – John Wooden
Last week, we announced the launch of our core values series, where we will share our company’s core values with you and what they mean to us, and celebrate examples of those who bring them to life. And of course, we want to hear what they mean to you! First up: Customer Obsessed.
When our company discussed examples of Customer Obsessed, we soon noticed a pattern. Whether it was a Disney employee greeting guests’ daughters as “princesses,” or providing our clients with the slide they asked for as well as alternates because they have the potential to improve the presentation, even if they didn’t ask for it, it was the little things, the attention to even the smallest of details that made the overall customer experience so memorable.
Keeping in mind, given your resources, the size of your company, and your position, these “customer obsessed” gestures do not have to be over the top, such as when WestJet, an airline company, literally created a holiday miracle for their guests by surprising them at the arrival terminal with exactly what each traveler had on their wish list (see video below). Upholding an “every detail matters” approach to your work can be big or small; a welcoming smile, a genuine positive attitude, and enthusiasm to help the customer through every step of the process, even though you’re stuck working the night shift, leaves a longer lasting impression than you may think.
Another pattern also appeared: we recognized companies, products, and services that were exceptionally customer-centric. For example, selling back old college textbooks seemed to be a daunting process, which is why I put it off for years. Yet I finally sold them online because Amazon made it so easy (I may have clicked three buttons max). Because Amazon had strategically paid attention to every detail of the process, from creating a completely user-friendly system to the point where the site could conveniently anticipate my next step, the overall experience was completely painless, and, to my surprise, enjoyable.
So whether you’re going the extra mile, or even just an extra inch, that extra effort to pay attention to even the smallest of details keeps your customers coming back.
Got a certain company in mind that’s customer obsessed too? Tell us about it in our comments section and stay tuned for our next topic in this series: Exceed Expectations!