Whichever business you are in, there will always be simple ways to put in that extra effort to change a normal experience into an exceptional one. In a world which is quickly losing the human element and being replaced by technology, processes are becoming robotic, and efficiency is being given a higher level of importance over the customer’s holistic experience. In such a space, efficiencies and processes are easily replicable, and differentiations between your competitors and yourself are becoming increasingly thin. This is when switching costs become negligible, and the ability to retain customers becomes more challenging. In such spaces, we have to be able to think a little out of the box on how to make the customer’s experience a more pleasant and enjoyable one. The video below shows a very apt example of how going that extra mile can cause a domino effect across the business.

In the end it all comes down to the value you create for your customer, and how you make them feel through the entire transaction period. To create this something extra, one does not require to go very far as the example above clearly displayed. It does however need one to understand our customers on a much more personal level. Through better understanding we will be able to gauge what they expect from our product or service, and how to make incremental changes to make the experience a more personalized and enjoyable one. When you guarantee your customers a certain level of service it drives your entire organization to keep fulfilling on that promise by doing whatever it takes.

What are some of the small things that you do in your business to go just that little bit further for every customer?