4 Simple Ideas to Create a Memorable Customer Experience

'Inc.' had a very intriguing article written by Jeff Haden, “6 Habits of Truly Memorable People.” Jeff went on to explain the importance of living life versus watching life pass us by. He stressed the importance of creating the experience in our personal lives not only for ourselves but also for the people around us.

We can take this one step further in creating a memorable experience for our customers every time they interact with our company. Below are a few simple ideas to start you on your way.

1. Attentiveness – Attentiveness does not only mean being attentive while our customer is on the phone or in the lobby, but also following up with the customer after the fact. Did they order a new debit card or set up online banking? Follow up – be attentive – and ask if they have any questions or problems and then follow through with a solution. If everything is great - simply thank them for their business.
2. Recognition – It’s so important to address our customers by name not just when they are in our lobbies or on the phone, but every time we see them - both at work and outside of work. A prime example of this was when a waitress from one of my favorite local restaurants saw me at a tourist attraction 300 miles from home and made it a point to come over and say ‘hi.’ Such a thoughtful gesture that can mean so much, both while at work and as we’re going about our every day lives.
3. Personalization – By being attentive to our customers, we will begin to notice their individual needs and preferences. If you need to take notes to remember, do so. Each personalized experience you can offer adds value and promotes an extreme amount of loyalty.
4. Delight – Customer delight has a personal touch, it appears spontaneous, and makes our customers feel good. Think about ‘thank you for your business’ notes, ‘welcome’ signs in our lobbies, sending ‘congratulations’ on life events, newspaper articles on children successes, etc. Look for ways to create meaningful, memorable, fun, unusual and unexpected experiences.

Many banks and credit unions may do the big things right, but it’s the little memorable experiences that differentiate us.  Create the memorable experience for you and your customers. 

Live Life.

Melissa 

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Go confidently in the direction of your dreams! Live the life you imagined. Thoreau

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