Why Creating Great Customer Experiences Might Be Your Best Marketing Strategy

June 30, 2020 | Weekly Marketing Tip

I spent eight years of my career with Chick-fil-A — four years in marketing and four as a franchisee. During that time, I witnessed the power of creating unexpected, joy-filled customer experiences, which led to huge smiles and lifelong customers. Here’s the question for you: Are you growing your business by creating exceptional customer experiences? Watch this week’s marketing video to learn why and how you should focus on your customer service and how it can grow your business.

Full transcript below.

Full Transcript

Is customer service part of your marketing strategy? Hi, my name is Steve Phipps, and this is your weekly marketing tip from Wayfind Marketing.

Now the last few weeks we’ve been talking about how do you get people to your website? How do you get prospects to turn into leads, and ultimately customers? Well, something that doesn’t get talked about a lot when it comes to marketing is creating great, sharable customer experiences. Now here’s what I mean by that. When someone becomes your client, your customer, are you creating great experiences? Are you creating moments of unexpected joy that then caused them, one, to want to do more business with you, and two, that compelled them to share their experience with other people? Now if you’re creating these great experiences, fantastic, keep up the good work.

Now, I’ve got a background – I spent eight years of my career with Chick-Fil-A, four years in marketing, four years as a franchisee. And so, if Chick-Fil-A’s known for anything, it’s their customer service, and so based on that experience, one of the things that I’ve learned and witnessed firsthand is the absolute joy that can be created for customers. And in doing so, they become super loyal. So think about what are your customers’ basic expectations, and then what can you do beyond that to create these great experiences, these memorable experiences that are worth sharing?

And so, here’s a suggestion for you. Pick up the phone, call some of your customers. Talk to them, what is it that they expect? What is it that they value? What is it that they appreciate that you do for them? And then look for opportunities to continue wowing them with great experiences that are sharable and that create loyalty so that they don’t want to go anywhere else.


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