Page 49 - Delivering Authentic Customer Experiences

Principle 3 Delivering Authentic Customer Experiences

Here’s how Walt Disney’s summed up exceptional experiences:

Do what you do so well that they will want to see it again
and bring their friends.

Disney certainly know how to deliver the WOW factor by creating
memorable experiences that stay with you for a lifetime.

So, in essence, a WOW is a feeling you create when you take the
time and effort to really get to know yourself…and then find out
all you can about your customers and stakeholders. You discover
what they want, why they want it, when they want it, who they
want to do it with – and finally, how they want it delivered. Only
then, can you anticipate and respond to their wants and needs
and deliver services that match or better still, exceed their
expectations. You won’t go far wrong following Nelson Boswell’s
tip. Always give people more than they expect to get.

Consider this…
• What constitutes a WOW for you? Think of an example when
you received an exceptional, authentic customer experience.
- What happened?
- What impressed you most about the way the
person/organisation dealt with you?
- What qualities did they possess that made the
difference?

• Now consider your own business. What do you do to create
magic moments for your customers?

• What about you personally? When was the last time you
contributed to providing a magic moment for your team, or
your end user.

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