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UNClE FRANK’S 21 SECRETS OF CREATING A mONEy-mAKING CUSTOmER ExPERIENCE REvEAlEd!
What Howard Shultz realized was that it wasn’t just the coffee people
wanted. They wanted an experience, and he turned Starbucks into the
‘third place’ after work and home – making it ‘the place to be.’
One of the ultimate examples of providing memorable customer experiences
is Disney theme parks. There are other theme parks and attractions
all over the place – yet millions of people travel from all over
the world every year to visit Disney. When you calculate time, travel
expenses and the cost of tickets for the park – not to mention the gift
shops that are everywhere – you pay a huge premium for the Disney
experience. But the truth is, it is an experience, and Disney does it so
well that many people just can’t get enough of it.
Another company that has become successful by recognizing the importance
of customer experience is Apple. Unless you are into all the
technical details, every computer is pretty much the same – unless it’s
an Apple. Apple has defied the odds to not only survive, but to prosper
– because they changed the whole customer experience of computers.
An Apple was not the clunky gray box that you stared at all day at
work. Apple enabled customers to experience a colorful machine that
showed them how to “think different.” It’s a concept they followed
through with the iPod, iPhone and iPad, which have led the way in
transforming the experience of technology.
So what can you learn from these huge successful businesses? Well,
they all have several points in common about the way they create a
special customer experience. This not only allows them to charge more,
but also helps them build a huge band of fiercely loyal customers.
If you could replicate some of that in your business, how useful would
that be? Based on what I learned from Uncle Frank and my own studies
of these highly successful businesses, here are my 21 tips for creating a
great customer experience.
1. tell yoUr Story
Disney may have built an empire out of storytelling but stories are
as relevant to your business as they are at Disney. Stories help people
learn, build relationships and move beyond the idea of selling.
When people know your story, they start to feel part of it, so make
sure you celebrate and share your heritage with your customers.
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