Olympics fan or not, you’ve got to be impressed.
I mean, what would most businesses give to inspire the kind of loyalty that Olympic fans show to their favourite athletes and teams?
Or more to the point, what can they do to inspire this kind of loyalty? After all, a fan’s chosen athlete or country might not be the closest or the best, but would they support anyone else? Not a chance.
Whatever the reason – could be national pride, could be an impressive track record, or might even be down to the athletes’ inspiring stories – it’s obvious that there’s a deeper connection at work. To its followers, the Olympics are more than just a series of events.
Big lesson there.
Fact is, too many business owners focus on the more rational ‘nuts and bolts’ parts of their companies, while the reality is, customers are less likely to remember what you do for them, than how you made them feel.
More often than not, it’s the businesses that can push customers’ emotional buttons that win big – just ask Apple. Of course, it isn’t easy, but all it really requires is a little thought. I promise you it can be done.
Engage customers: Often customers want nothing more than to know they’re being heard. Engage with them, understand where they’re coming from and you’ve taken the first steps to turning them into fans who’ll return to you often and encourage others to do the same. When did you last ask a real customer what would make things better?
Create a positive customer experience: Every business owner thinks they do this, but truth is few do it to a genuinely world class, memorable, standard. Each interaction with a customer is a chance to strengthen your relationship with them. Every time. Don’t pass them up.
Do things your way: Customers like surprises and the best way to do that is to do things a little differently. Do something unusual and extraordinary. It doesn’t actually need to be much. Send a hand-written card, call them up to make sure they’re happy, carry their stuff to the car. I promise you, just offering a smidge more than the ‘other guy’ makes a real difference.
Get excited! Customers love service delivered with excitement and enthusiasm! Employees who are allowed and encouraged to get excited about serving customers create customers who feel appreciated. In turn, they’ll reward you by coming back and staying loyal.
It really is OK to have fun!