How can we deliver delight to those we serve through our product experience or service?
How can we remove frustration from their daily lives?
Isn’t there already so much noise out there, so many different options to choose from, bombarded with advertisements, eblasts, Instagram posts, and the list goes on.
Everyone is trying to capture you, but you don’t want to be captured, you want your life to be easier and you want to be delighted. And this doesn’t have to be big, this can mean the smallest, genuine action as part of your process, the attention to detail that shows that you have taken the time to think, digest, and understand what it’s like to be in their shoes. That you want to serve them, and that is what “captures” customers.
It’s genuine, it’s personal, it takes effort and empathy, and it requires a high level of emotional intelligence. If you don’t have that on your team, find people that do. Use journey mapping as a tool to walk through your process from beginning to end, from the time your customer first meets you, to the time their journey ends with you, and think through how you can serve them.
The key to all of this is a focus on servant leadership, because the more we serve them, the more they want to not only use our produce or service, but tell others about it. And that leads the natural (not forced) development of your raving fans.