If you are like me, you go through the day interacting with many people and very rarely stop to evaluate those interactions. In any given week, I might visit ten or more businesses as a customer or client. From getting gas, to buying lunch, dropping my child off at daycare, a doctor visit, or running into the pharmacy for toothpaste...I have multiple opportunities as a consumer to be wowed. Yet ask me to pinpoint the last time I had an exceptional customer experience and I for the life of me cannot think of one. Similarly, ask me to recall when the last time I had an awful customer experience was, and I will also struggle. Am I walking through life with blinders on? Am I spending too much time reading emails on my phone and not paying attention to the wonderful levels of service I am receiving out there? Or am I simply not experiencing anything worth remembering?
It is often stated that consumers are more likely to share a negative experience than a positive one….yet the sheer lack of a negative experience is not shown to improve customer retention or loyalty. Giving a customer an experience that matches their expectations- no more or no less- will not help your business retain those consumers.