Monday Musings: My Take On The Customer Experience
I recently had the privilege of attending the virtual event “Customer Experience in The Caribbean”, hosted by First Atlantic Commerce, an online payment solution provider based in Bermuda. Samantha Conyers-co-founder and chief experience officer of Ex-Co-The Experience Company-was featured as a guest speaker. I have to say, the person who coined the phrase “knowledge is power” really knew what (s)he was talking about. Let me explain.
Awareness in Leadership
We live in a society where the market is glutted with people who all do the same thing. Some do a good job, some do a great job and some do an excellent job. While the quality of the services and products provided are very important, something that sets a business apart is the customer experience. Even more specifically, awareness of the impact that we have on our clients is imperative. Here at 1OAK, we take that responsibility very seriously. Those who hold positions of leadership in any company set the tone for how things go, so to quote 1 OAK CEO and Real Estate Expert Matt Sweeting, “bad service is a pandemic itself and we want to be the vaccine to that pandemic”. Amen to that! As a Customer Happiness Expert, it is my pleasure to be a part of a team that is insistent on going the extra mile to provide an unforgettable experience for our clients. There are so many things that we have in store for you designed to make the entire experience enjoyable.
One of the things that Samantha mentioned was customer journey mapping. It is a record of a client’s reaction throughout different interactions with a company but always from that client’s perspective. Think back to a time when you had to put up with sub-par service. Most likely you probably don’t complain every time you have a negative customer experience; but what do you do? Well, I can tell you what I do, I tell my friends and typically I carry my business elsewhere. Now, my five cents may not close down a business for good, but what happens when maybe five or ten people carry their business somewhere else? The point is, we don’t want you to do that, we value you as customers. Therefore, when you embark on your journey with us we want to hear how you feel-both the good and the bad-from start to finish.
Investing in the Client
Remember the last time you received a gift? There is just something so wonderful about getting a present that was purchased with you in mind. We know that feeling, which is why we want you to have it too. When it comes to customer experience, delivering requires an investment. As a customer do you feel as if you have been invested in? Well, you should. Imagine this scenario; you enter a boutique and immediately you’re greeted, your temperature is taken and you’re presented with a gift bag complete with a complimentary face mask and hand sanitizer. Wouldn’t that just make your day? Things like those are near and dear to the hearts of the experts here at 1OAK. We have all been on the negative end of an unpleasant customer experience and to that, we say: no more! Our goal isn’t to bribe our customers but to invest in them, to add value to their lives. Ultimately this will benefit all involved.
The last point mentioned was consistency. To that I say, let’s hear from you-our clients. What would it take to make it easier for you to work with us or with any business for that matter? First impressions are lasting; however, any business relationship isn’t just about the destination but the journey. Therefore, what would it take to make your customer experience journey an enjoyable one? What is something that you want to see done regularly by your realtor, your banker, your accountant, etc.?
Only you can say what constitutes your definition of a superior customer experience. But, we guarantee that when you decide to buy, sell, or rent with 1 OAK Bahamas you will see what a spectacular customer experience is all about. So stick around to see what we have in store!