Wednesday I wrote about the Authenticity of Starbucks’ Customer Experience, and how Starbucks Partners live the values set out by the organization every day in order to create exceptional experiences for their customers.
But to be authentic, you obviously can’t copy Starbucks’ values verbatim; however, you can use their core principles as a guide to create your own values and create personalized, friendly, hassle-free experiences for your employees and customers.
So, you want to be more like Starbucks? Here are some ways that you can personalize your customer and employee experience to make it more authentically authentic.
- Make it your own. Create a memorable experience in everything you do by personalizing it. You’re not a robot, you’re a human being, so let your personality shine through in everything you do!
- Everything matters. When you think about companies that create differentiated experiences, you’ll notice that they focus on both the macro and the micro picture. Paying attention to details in every interaction and creating an exceptional experience from beginning to end in every moment matters for your customer.
- Surprise and delight. With the expansion of computers and technology moderating your customer experiences, it is important to emphasize the human factor. Go the extra mile for your customers. Provide them fast, friendly, hassle-free experiences that will delight them so much that they buy more, stay longer and refer others.
- Embrace resistance. Most people don’t like change, but if you’re not changing you’re not growing. Embrace the resistance to change that you will get from people along the way, while using their feedback to grow and improve your experience.
- Leave your mark. This doesn’t have to be a gesture of grandeur. It can be as simple as flashing your signature smile or making eye contact with the person you are talking to and genuinely engaging in your conversation with them. Personalize the experience for your customers so they remember you and your company.
I’d love to hear your thoughts in the comments below about how you create an authentic experience for your employees and customers.