All of these things came from friends, family and even strangers. As I showed my ID to make a purchase, the clerk would see the date and wish me a Happy Birthday. Face book was very active with messages from friends all over the world, encouraging me to make it a great day. My mailbox contained cards that made me laugh and feel loved.
And all of these well wishes, this personalized kindness towards me was wonderful to receive. It was genuine; even a quick smile or nod from a stranger when they overheard it was my birthday, was intentional and meant for me.
This got me thinking...
As a professional who delivers workshops to corporations on providing a great customer experience, do I create a module entitled 'Treat them like it's their Birthday’?
And the answer was Yes. Here is a sneak peek of what the module I am creating will present for my audience.
These are the attributes I experienced throughout my recent birthday:
Service with a smile
A warm greeting
A genuine Thank You as I was leaving
Interest in me and my time
All of these attributes can be replicated and delivered during the customer interaction. These are all intentional actions that can be delivered through any customer service channel - IVR, call center, in store, via the website.
Operations Supervisors, E-commerce Managers, Business Owners, Marketing Professionals, don’t over complicate your customer experience - design it so that you are treating the customer like it is their birthday!!