If you were throwing a party, wouldn’t you make sure every detail is tailored to ensure your guests have a genuinely enjoyable and positive experience? The same intentions should apply to how you practice innovation toward your company’s customer experience. You want customers to feel delighted, confident and overall satisfied with having the most paramount experience possible!
I have found that creating a high-class customer experience through innovation begins with your brand story and the promise to your customers. The value in your special story requires a deep sense of purpose to build a solid foundation with your customers.
The reality as you start leaning in and moving forward down this road is — if you are successful — you will have a smash hit on your hands! Having an innovative customer experience leads to great business and represents new industry standards.
How do you start walking down this path? To generate constructive results, the analyzing questions you need to distinguish are:
• How do you want the customer to be affected and what emotions are you trying to achieve from them?
• Who is the brand supposed to be — in context of the local community and how should it express itself as a member of the neighborhood?
• Do you understand that digital signage is not enough?!
“To create a great customer experience—one that encourages brand loyalty and advocacy—it’s essential to have a deep understanding of experiences that trigger the emotions and motivations that drive your customer’s brand preference and behavior.” –Daryl Travis, author, “How Does It Make You Feel?” and CEO, Brandtrust.
I believe that creative, sustainable heartstring moments with the customer, along with well thought-out content, will pave the road toward transformation. Once these steps are taken in a serious way, a roadmap to the imperative customer experience can begin.
Even Steve Jobs promoted creative and disruptive thinking, “Here’s to the crazy ones. The misfits. The rebels. The troublemakers. The round pegs in the square holes. The ones who see things differently. They’re not fond of rules. And they have no respect for the status quo. You can quote them, disagree with them, glorify or vilify them. About the only thing you can’t do is ignore them. Because they change things. They push the human race forward. And while some may see them as the crazy ones, we see genius. Because the people who are crazy enough to think they can change the world, are the ones who do.”
By following the status quo, many companies fall into a trap. They may think about innovation and customer service, but until they actually perform and implement the steps, they won’t connect with customers on a personal experience level.
“It’s so much easier to be nice, to be respectful, to put yourself in your customers’ shoes and try to understand how you might help them before they ask for help, than it is to try to mend a broken customer relationship.” –Mark Cuban
Just like the foreshadowing details required when planning a party to ensure your guests have a great time, you want to create an experience of a lifetime for your customers. Having an innovative projection of their positive feelings and making an honest connection with them will help you achieve this excitement. Enhance your brand equity, empower your company story and stay above in today’s digital era through the satisfaction of your customers’ experience.
It is possible to drive the next generation of in-store experiences by keeping the following questions in mind:
• Are the customers completely astounded and impressed?
• Are we striving to put a lot of magic sauce in the way we position our innovative pieces to create a genuinely honest and amazing show for our customers?
Instead of focusing on the competition, focus on your customer. Visualize your brand growth, utilize your assets, be creative and discover how it is possible to revolutionize the ultimate innovative customer experience!