Page 14 - Delivering Authentic Customer Experiences

Delivering Authentic Customer Experiences

cost effectively than ever. So, if they choose you, be honoured, be
grateful and be mindful that they can and will switch allegiance if
you fail to meet their expectations.

Generally, people are satisfied providing you deliver what you’ve
promised. Simple! Surprisingly however, it seems that for some
businesses this is not always a priority, as illustrated by the
miserable moments, aka the OWs, highlighted within the book. In
contrast, you’ll also find examples of when service providers and
their teams have strived to create magic moments, or WOWs,
gone the extra mile and exceeded their clients’ expectations. In
both cases, whenever the data is available, I’ve outlined the
immediate impact and subsequent outcome of those interactions.

The guiding principles in the book are intended to help you create
authentic customer experiences that are congruent with your
values, put people at the heart of your service and enable you to
impress your customers at every opportunity. This book is not
about client acquisition, although I guarantee that if you put the
principles into practice, you’ll develop sustainable and productive
relationships with your customers that will transform them into
massive fans. They will come back for more and refer their friends,
family and colleagues.

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