On a flight back from Boston, I took my seat next to a man who I later found out was the CEO of a recognizable quick service restaurant (QSR).
I was exhausted and just wanted to sleep on the flight home after hosting a customer experience workshop. I couldn’t, however, give up the opportunity to talk to this CEO about the importance of customer experience within his company’s industry.
After a quaint introduction of ourselves and our lines of work, we began talking about customer experience and its impact on growth and brand reputation.
The conversation started with the understood “customer experience has to be your number one priority” maxim, but that’s when our discussion moved into another direction.
He mentioned that the effort of his team was focused on “creating service experiences that will propel us into the future.” In other words, his company was working to create initiatives that I call “home runs.” These initiatives are closely aligned with innovation which can have your competition thinking “why didn’t we think of that?!”
He continued discussing his “home run strategies” without sharing too much information. As he began to hold his cards close, I interrupted by asking, “What are you doing to create micro experiences?”
I caught him off guard.
“What are micro experiences?” he asked.
How I define micro experiences are small, subtle, affordable and memorable touches that resonate with your customers for years. They are the simple things that we neglect to do because they are so small we don’t believe that it can have too much impact; but they do!
Uber understands micro experiences.
Of course, micro customer experiences can also work against you. Starbucks understands micro experiences and their intentions are in the right place. However, you know it’s working against you when there’s a tumblr site dedicated to your employees misspelling your customers’ names.
Companies that create micro customer experiences become brands that are admired, trusted and ones that have a business model that are difficult to replicate.
Let me compare micro experiences to something personal. I love my parents because they showed me love in micro ways. Sure, I loved it when they bought me a Big Wheels or Nerf gun, which is the equivalent to a “home run” strategy for your customers. But, after a month I was bored of the big gift and inevitably wanted something else. The micro love my parents gave me by telling me I was handsome when I got a bad haircut or when they said that my big ears gave me character is what resonated with me forever. It’s the unconditional love that they consistently showed me that has lasted a life time.
The challenge with creating micro experiences is that it needs to be genuine, and let’s face it, not many companies are genuine. Another challenge to be considered is how you scale these genuine moments that connects you with your customers? It’s difficult which is why I laugh when someone says “customer experience is easy.
What companies are you loyal to because of their micro customer experiences?