1% for you is 100% for them
A customer may experience only one interaction with you, even if you have dozens with them. That single moment can define the relationship, so treat every product, call, email, and bill as a chance to create delight.
I bought a tuxedo today. I rented for the Wealth Management Awards dinner, and then found I have three more events coming up where I need one, so it penciled out.
As I left the store, the salesman shook my hand and said “you’re gonna look good.”
It struck me as odd as I walked to my car. Good? Not great? Not amazing? Just good. Interesting. (I know, it’s quite possible that “good” is as good as it gets with this face!)
Then I realized, he’s probably said “you’re gonna look great” about sixty times today. So it felt natural to him to mix in a “good.”
But that one moment was 100% of my customer experience with him.
When you’re working with customers or partners, it’s important to remember that while you may have a lot of interactions with them, they’re only having one with you.
That’s why one of our core values at Riskalyze is delight: we believe in using every interaction with our customers — the product, a phone call, an email, even their bill — to delight them.
Make every customer experience count.