Make Them Feel
“I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
Your customers are seeking a novaturient experience. Humans are social beings who want to break free from current routines, and experience something NEW. They want to explore, go on adventures, and find places which are different. As business owners, we have to create something our customers want to be a part of, an experience.
The customer perception is your reality. When I was designing the coffee house, the customer was accounted into every decision. I wanted to create a space for people to gather, meet with friends, do business, and build community. The product isn’t just the cup of coffee, it’s a relationship, a familiar face at the counter, a shared routine, and a connection.
As we engage with our customers, we should act with purpose. Share how our product can have meaning in their lives. There is quite a difference between a satisfied and loyal customer. When we break the status quo, go above and beyond, we create the loyal customer. When the customer feels a connection, they will develop affinity, hold value to you, and can become a customer for life.
What makes you stand out amongst the competition? What reason do you give your customers to come back a second or third time? Your customer’s experience is essential to having a successful business. The customer should be the heart of your business. They are not dependent on us; however, we are very much dependent on them.