I attended a few conferences recently that stood out from their peers. Not because of the content of the presentations but because of the attention to details.
One conference had the most comfortable chairs I’ve ever sat in. Typically, conference rooms have hard and uncomfortable chairs. Even though attendees must sit for hours on end, few facilities make that a pleasant experience.
Another conference I attended made special arrangements to have good wireless Internet. By the organizer’s own admission, they didn’t want the wifi to be horrible like most other conferences. This conference understood what attendees needed and wanted: really good Internet access.
In both these examples, the attendees’ expectations are typically low. However, because these two conferences made sure they took care of the details, it was a pleasant surprise for this attendee and made the overall experience that much better.
Your competition and industry peers are currently delivering poor experiences to their customers. They do it because that is how things have always been done.
In fact, you probably deliver similar sub-par experiences to your customers. What can you change to improve your customer’s experience?
Look for something that your customers always complain about. These complaints may even come in the form of jokes. The best jokes typically resonate with people because there is an element of truth in them. If your customers are joking about your product’s shortcomings, don’t laugh. You need to fix the problem.
When you do something poorly, it makes it easier for competition to come in and amaze the customer. Those that provide a better experience can easily come in and steal away your customers from under your nose.
Don’t let this happen to you. You need to differentiate your offerings to customers so that they notice the positive differences between you and the competition.
You want to stand out from the crowd because of your attention to detail.
Look for things you can improve. Eliminate those nagging annoyances your customers face everyday and they will notice.