In the next segment of the Superfan Series, we discover the importance of exceeding your customers\u2019 expectations to create an outstanding experience. Previously, Experience.com\u2019s resident Customer Experience expert, Brittany Hodak, shared the power of connecting your story with your customers\u2019 story. From there, we identified how to personalize the experience to meet the changing needs of your clients. <\/p>\n\n\n\n
In this guide, we dive into the \u201cE\u201d in the S.U.P.E.R. system: exceed expectations. What does this mean? In today\u2019s world, customers are expecting more than ever before, and you can\u2019t afford to not focus on improving your customers’ experience. If you want to boost your reputation, referrals, and revenue, expectations are an essential piece of the experience puzzle.<\/p>\n\n\n\n
With 68% of customers willing to pay extra for a better experience, it\u2019s never been more important to set and manage customer expectations. If you can exceed your customers\u2019 expectations every time (or at least most of the time), they\u2019ll continue to come back. Better yet, they\u2019ll refer you to others in their circle.\u00a0<\/p>\n\n\n\n
Before you begin setting and managing expectations, you have to understand the competition. Your clients aren\u2019t just comparing your experience with other providers in your industry. They\u2019re comparing you to all <\/em>other experiences they\u2019ve had. An okay or average experience is no longer good enough. <\/p>\n\n\n\n With that in mind, how do you set expectations? To start, always be clear with your customers. Over-communicate and make sure you\u2019re on the same page. Don\u2019t assume your customers know what to expect. When you\u2019re proactive about setting expectations, it\u2019s much easier to meet (and exceed) them. <\/p>\n\n\n\n Finally, how do you know if your customers\u2019 expectations were exceeded? It\u2019s simple: ask them! At Experience.com, we love creating short campaign surveys along the customer journey to ensure we\u2019re on the right track. Many professionals make the mistake of only asking about the experience at the end of the sales cycle. For some, this could be weeks or months after you initially started working with someone. <\/p>\n\n\n\n When you ask about the experience at the very end, you don\u2019t have the chance to improve as you go. Remember the Platinum Rule? You always want to treat others the way they<\/em> want to be treated. This means checking in with your clients regularly, whether through a formal survey or a call, text, or email. Communication is always key.<\/p>\n\n\n\n Next, how do you not only manage expectations but exceed them? In many professional services, experience snags happen along the way. For example, it\u2019s not uncommon for a customer to experience a setback when passed through departments, or with the implementation of a new product. Creating a strategy in advance is very helpful to mitigate any potential problems. <\/p>\n\n\n\n Moreover, it\u2019s important that you not only manage expectations during <\/em>your transaction. You also need to be proactive before and after. Every stage matters when it comes to the overall experience, and this is a powerful way to stand out. <\/p>\n\n\n\n How do you stay mindful before, during, and after?<\/p>\n\n\n\n In many professional services, a good majority of your attention is given during the activity. If you\u2019re in real estate, for example, you typically focus on helping your client shop for a house. It\u2019s easier to ignore the time before the home shopping starts, but this is where you can actively attract clients. Similarly, what happens after you\u2019ve closed the sale? This is when you need to lean in and let referrals, reviews, and feedback be the center of your attention. <\/p>\n\n\n\n Above all, people remember experiences that exceed their expectations. When they have a great experience with your business, they\u2019ll tell their friends, write reviews, and become superfans. Though it takes a bit of planning and management long-term, this is an investment in your customer experience that truly pays off.<\/p>\n\n\n\n Ultimately, when you exceed expectations, you leave a lasting impression on your clients. While an average experience is forgetful, an amazing one is worth sharing. To take your strategy to the next level, download the Superfans Playbook<\/a> and create your own experience checklists for your entire customer journey. <\/p>\n\n\n\n Join us for the final installment in the Superfan Series to learn about the \u201cR\u201d in the S.U.P.E.R. System. We\u2019ll discuss how to repeat everything we\u2019ve learned to effectively build your reputation. By repeating the S.U.P.E.R. system, you make it a foundational part of your business and create lasting superfans.<\/p>\n","protected":false},"excerpt":{"rendered":" In the next segment of the Superfan Series, we discover the importance of exceeding your customers\u2019 expectations to create an outstanding experience. Previously, Experience.com\u2019s resident Customer Experience expert, Brittany Hodak,<\/p>\nGo Above and Beyond Before, During, and After<\/h2>\n\n\n\n
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Create a Lasting Impression<\/h2>\n\n\n\n