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Here are a few ways to put that drive to work. To wow your customers, all you need is the drive to do so. After all, my personal experience and the dime experiment show that something as small as a dime or a cookie can have a considerable impact. You don't need to break the bank to create meaningful experiences. Learn what customer appreciation is, why it's important, and discover 17 memorable and inexpensive ways to appreciate your customers. Growth & Culture Customer Appreciation Ideas: 17 Ways to Thank Customers Figure out what customers don't expect, and then do it. In customer service, "surprise reciprocity" is the name of the game. One important thing to note about the experiment and Schwarz's conclusions on small, joyous moments and an improved mood is that surprise is a crucial component. It's that something positive happened to you." According to Schwarz: "It's not the value of what you find.
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Psychologist Norbert Schwarz first made this apparent years ago in his famous " dime experiment," in which found that as little as 10 cents could have a meaningful impact on one's attitude. In creating reciprocity and positive feelings in other people, it is the thought that counts. But would the customer be delighted to know that your team was thinking of them? Yes. The long echoed sentiment that "it's the thought that counts" comes to mind. If you asked them, they'd say their job was to support customers and to keep them as happy as possible while doing so.īut your support team should deliver delightful experiences just as often as the hotel staff does.
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Similarly, your support department’s main job probably isn’t sending out free swag to new or valuable customers. They wanted to wow me and show me they cared. That said, they cared enough to go out of their way to make my experience excellent. They have rooms to keep clean, bookings to manage, and other, more pressing things that need to get taken care of. In my case, the hotel staff had other things they could be doing besides baking cookies. Wowing your customers creates deeper loyalty and delight and promotes meaningful usage for years to come. What seems insignificant and probably didn't cost a lot to execute has had a meaningful impact on my perception of the business - and since I've stayed at this hotel many times, I'd say these small gestures have had a tremendous return on investment. It's the small things, the minor details and almost invisible touches, that keep me coming back. I could probably find a cheaper hotel within a five-minute walk from the one I always stay in, so it's not about price or convenience. I tested this theory, and every time they delivered. They also let me know that if I needed anything - phone charger, blow dryer, earplugs, toothpaste, Tylenol - all I had to do was reach out and they'd supply it for me. Ten minutes after I got to my room, guest services showed up at my door with some cookies and hot chocolate. My face was chapped, and my hands were raw as I checked in. The first time I stayed there, I arrived in the dead of winter. The way that I’m treated when I go there has always left an impression on me.
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It's not fancy and the location isn't great, but they know how to wow a customer. Every time I travel to Boston, I stay in the same hotel.