šŸŽ‰ How to Wow Your Subscribers in 3 Easy Steps...

Elvorne Palmer

3 steps to enhance customer experience: Envision the ultimate 10-star service, scale it to feasible yet memorable actions, and implement swiftly to stand out. Aim for extraordinary customer delight to make a lasting impression.

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So, you have your MVP or scaled-down product running and are focusing like crazy on delighting people ā€“ you know, to build that sweet, sweet customer experience thatā€™ll make ā€˜em a client for lifeā€¦

Well played, sirā€¦

And those key moments ā€“ like when someone subscribes to your service or buys your product ā€“ are your chance to break out the champagne, and wine and dine like crazy.

Now, you might remember a few weeks ago in our letter on the SA taxi crisis, when we spoke to Mxit, Snapscan, OfferZen etc. mover Ben Blaine about doing things that don't scale. A huge insight from this was his views on creating these awesome customer experiences.

We were paying attention and built out the gist of it for you here:

3 Steps to Creating a Customer Experience that Zings

1. Image the ultimate 10-star experience

We all want a 5-star experience, but itā€™s tricky to design because the limit of 5 limits your thinking ā€“ you tend to 3.5 stars, which isnā€™t that great.

So, go a bit over the top. Start with 10. Sit with your team and ask: What would we do to make the customer experience a 10-star experience? If money (or reality) was no obstacle at all?

Like, imagine someone signs up, and your ultimate 10-star experience would be to have Taylor Swift personally appear at their door to serenade them ā€œcongratulationsā€, and give them a bottle of champagne and a biltong basket or whatever.

(We donā€™t know, whatever you imagine the ultimate is for your brand/product).

2. Scale it back a bit to whatā€™s possible

Ok, so you canā€™t afford to hire Taylor Swift for even one sign-up, but maybe you can send them an email that when they open it, plays a Taylor Swift song or jingle. And maybe itā€™s somewhat possible to courier the guy a bottle of champers and some biltong? (Depending on the lifetime income youā€™re likely to generate, of course.) Howā€™s that for an experience?

Or maybe just the jingle is pretty cool, and maybe a voucher. Whatever you can actually afford that brings you as close to that ultimate dream celebration scenario.

3. Donā€™t sleep on it

Once you have an idea that might work, do it. If itā€™s possible, donā€™t wait. That little bit extra might be what drives your adoption up when you need it most. And, if youā€™re talking about brand differentiation, well, youā€™re defs going to stand out among the guys who donā€™t put in a little extra celebration.

Dream about a 10, design a 7 and hit a 5 every time!

What would you like to see when you refer a friend to The Open Letter? We canā€™t quite do a Taylor Swift, but we will give you a major digital high-5 and refer two friends and get a free coffee! Want something else? Hit reply and lay it on usā€¦

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