The True Value of Authentic Customer Experiences
As a founder and leader, I’ve always advocated for intuitive and authentic customer experiences. My journey through building brand experiences has sharpened my eye for genuine service. It’s the subtle nuances that often speak volumes about a brand’s commitment to its values.
It’s a common pitfall for founders to become engrossed in product development at the expense of customer service. This misstep can lead to failing to meet brand expectations and, ultimately, a costly loss in the long run. A Tale of Two Experiences
Let me illustrate with two contrasting experiences:
The BoTree, London is the epitome of hospitality. Led by values of “Truth, Love and Compassion" the team are focused on minimising their impact on the planet, whilst creating an environment in which guests, team, and community can connect, be inspired, and flourish.
From the minute you step into the hotel, to the personalised welcome by your floor host, the hotel, its ambiance, and people create an environment that exudes hospitality.
Why Does This Matter?
The implications are significant, both socially and commercially. Repeat business, corporate travel, and positive referrals all contribute to increased revenue, brand loyalty, and endorsements.
Disappointing Encounters with Established Brands
Conversely, I’ve recently encountered disappointment with brands I’ve been loyal to for years. A cosmetic and skincare brand, known for its commitment to conservation and sustainability, fell short when a product’s packaging failed, compromising the product’s integrity. The ensuing blame game between the retailer and the brand left me, the customer, in limbo. Despite reaching out to the brand’s PR via LinkedIn, I’m still awaiting a response that aligns with their proclaimed values.
Building your Business Through Customer Experience
These experiences underscore the importance of consistent, authentic customer service. It’s not just about the immediate transaction but about building a legacy of trust and excellence that resonates with customers long after they’ve left your establishment.
Establish values that you embrace, live by, and are authentic to your brand.
Recruit based on your values, and NEVER overlook the post-recruitment period. New hires need to see the brand lived and delivered, in action, every day.
Complaints come with the territory of owning a business. They are an opportunity to learn, have dialogue with the customer and will end in one of two ways - an elated customer who feels important, or a frustrated and disappointed customer.
Have you experienced exceptional or disappointing customer experience? How did it make you feel?
