WOWing your customers

customers

I’m Alin, one of Pix­el­grade’s Hap­pi­ness Heroes, and a true fan of deliv­er­ing out­stand­ing expe­ri­ences to our cus­tomers.

Nowa­days, cus­tomer sup­port means so much more than find­ing solu­tions to spe­cif­ic prob­lems. Lead­ers from the indus­try (such as the great crew of Help Scout, Base­camp or Inter­com) have brought this activ­i­ty at the adult table, and gave it the atten­tion it deserves.

As a Hap­pi­ness Hero at Pix­el­grade, I’m try­ing to be in touch with this chain of tran­si­tions in order to bet­ter under­stand its chal­lenges. There­fore, in the last cou­ple of months I ran sev­er­al analy­sis regard­ing how we can cre­ate and dupli­cate more WOW moments with our cus­tomers. I had a strong focus on dig­ging after mean­ing­ful insights that allow us shap­ing a love­ly expe­ri­ence for the peo­ple who’re buy­ing our Word­Press themes.


WOWing your customers is a full-time job

What I’m going to share next is from my expe­ri­ence and a lot of tri­al-and-error. I’m pret­ty far from talk­ing about a book’s sum­ma­ry or yet anoth­er ‘‘Top 10 rea­sons to impress your cus­tomers’’ kind of sto­ry.

Let’s face it. There are tremen­dous com­pa­nies that offer almost sim­i­lar qual­i­ty for com­pa­ra­ble prod­ucts. The only asset that can still make a dif­fer­ence is the cus­tomer expe­ri­ence they’re pro­vid­ing. Doing a great job in this area improves cus­tomer sat­is­fac­tion, fos­ters cus­tomer loy­al­ty, increas­es rev­enues and cre­ates a strong com­pet­i­tive advan­tage.

WOW moments aren’t magical tricks

WOW moments mean noth­ing less than hav­ing the right atti­tude and the desire to go even fur­ther for cus­tomers’ goals. To know what defines your work­ing rela­tion­ship and to act accord­ing­ly. To prac­tice empa­thy on a dai­ly basis and to become bet­ter at it. In some sens­es, it is pret­ty sim­i­lar with hav­ing a strong liai­son with a friend.

Here’s how I trans­form a com­mon rela­tion­ship into a great one:

1. Their needs, not yours

You might think that you know best your cus­tomers’ wants and needs. No you don’t. So stop ask­ing ques­tions about you and start explor­ing ways to pro­vide solu­tions. Put your­self in their shoes, and don’t try to close the tick­et just for the sake of fin­ish­ing your job soon­er. Because you will strug­gle twice if you do that.

2. Response time matters

There’s a strong neg­a­tive cor­re­la­tion between time response and cus­tomer sat­is­fac­tion. As the response time increas­es, cus­tomer sat­is­fac­tion drops. I do believe that speed is impor­tant, as long as the qual­i­ty stays on top. Feed­back such as “Great, quick sup­port as usu­al. Like what you are doing.”, “Great response and ultra-fast!”, “Great sup­port, real­ly fast and friend­ly !” high­lights this truth.

3. Background check is always a good idea

The more you know about your cus­tomers, the bet­ter you will approach them. That’s why I pay extra atten­tion on spe­cif­ic details. Inter­com, for instance, offers a bunch of insights that are use­ful in this sense. More­over, I always keep in mind that some­one who buys a pho­tog­ra­phy theme has a par­tic­u­lar way of reach­ing out, while some­one who’s look­ing for build­ing up his first blog has total­ly dif­fer­ent expec­ta­tions.

4. Bad reviews show up (and that’s okay)

No mat­ter how hard you try to make every­one hap­py, the truth is that is impos­si­ble to make such a dream come true. We all have to con­front bad reviews or com­plaints. I learned that the most impor­tant thing in deal­ing with this kind of sit­u­a­tions is atti­tude. Help peo­ple with plea­sure and patience and they will not remain indif­fer­ent.

5. Always run follow-up sessions

This is def­i­nite­ly a must-have and must-do. It is high­ly valu­able to get back to clients after a spe­cif­ic time­frame. Find out why they were hap­py or unhap­py (espe­cial­ly unhap­py), and take notes. Write down their own words. You will be sur­prised what peo­ple use to remem­ber, and you will also have a sec­ond chance to make things right or even to cre­ate a WOW moment.

6. Offer reliable alternatives

Even when the prob­lem is not relat­ed to your prod­uct, you can still cre­ate mem­o­rable expe­ri­ences by sug­gest­ing an alter­na­tive. Peo­ple will appre­ci­ate help­ing them, espe­cial­ly if this is not your job. They will remem­ber hav­ing a nice expe­ri­ence, and in the end they will reach you back. How­ev­er, this doesn’t mean it is a good idea to dilute the effort and start being an assis­tant for every­one.

On a personal level

I’ve learned that these WOW moments are reward­ing on mul­ti­ple lev­els. For me, as a Hap­pi­ness Hero, they keep my wheels spin­ning in the long run since they’re a gen­er­ous source of grat­i­tude and bal­ance. For us as a team with a strong focus on deliv­er­ing a mean­ing­ful expe­ri­ence for our cus­tomers (we even wrote an ebook about this top­ic), they’re like an hon­est mir­ror that shows us if we did or did not a great job.


That’s all folks!

Would love to hear your thoughts about cre­at­ing WOW moments for your cus­tomers. Please ping me on @alinclamba how you guys man­age to make peo­ple hap­py in the very long run.

Alin Clamba

An empathetic supporter of peace of mind, entirely dedicated to showing those around me of the good which can be done by anyone. One of my biggest missions is to make everything I can so that my son goes to sleep happy and grateful.