🎉 How to Wow Your Subscribers in 3 Easy Steps...

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 – you know, to build that sweet, sweet customer experience that’ll make ‘em a client for life…

And those key moments – like when someone subscribes to your service or buys your product – 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 it’s tricky to design because the limit of 5 limits your thinking – you tend to 3.5 stars, which isn’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 “congratulations”, and give them a bottle of champagne and a biltong basket or whatever.

(We don’t know, whatever you imagine the ultimate is for your brand/product).

2. Scale it back a bit to what’s possible

Ok, so you can’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 it’s somewhat possible to courier the guy a bottle of champers and some biltong? (Depending on the lifetime income you’re likely to generate, of course.) How’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. Don’t sleep on it

Once you have an idea that might work, do it. If it’s possible, don’t wait. That little bit extra might be what drives your adoption up when you need it most. And, if you’re talking about brand differentiation, well, you’re defs going to stand out among the guys who don’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 can’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 us…

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