It’s amazing how fast everything moves in this day and age. 2015 will be no different. In fact, it promises to be the most exhilarated year for customer experience.
The same holds true for our customers. Customers are, quite literally, raising their expectations and pushing the bar higher daily. What was once considered WOW last year may now be ordinary, mere table-stakes to stay in the game. In fact, your previously differentiated experiences might even be holding your company back today.
What was WOW once…
A close friend of mine recalls this story about traveling for business and how the WOW factor can quickly change. A few years ago, she would go out of her way to stay at certain hotels that offered a “business office”. This was the WOW factor for her; a small room by the main hotel office that provided a few desktop computers and a low-end printer. These early offerings were available during certain “open hours”, you had to leave your room to access the computers, and typically the Internet availability was restricted. If you needed to complete an important presentation for a meeting the next day, you’d be force to trample downstairs in your bunny slippers and robe, hoping that the business office was opened, or at the very least, that a computer was available.
Skip forward a couple of years and this same WOW offering became a table-stake for hotels. If they didn’t offer it, they literally lost the business traveler trade. In other words, it was no longer a WOW, customers raised it to an expectation.
Jump ahead another year and the WOW factor became in-room Internet connections, usually with a room fee. Of course, you had to be in your room to enjoy it. That’s certainly not a WOW anymore. In fact, most of us probably expect the hotel we’re staying in to have internet Wi-Fi technology, accessible throughout all areas of every room, including meeting hotel rooms, restaurants, and of course, poolside.
Today, if your hotel only offers a business office and no Wi-Fi capability, you’re out of the business traveler game. What was once the WOW is now holding you back.
Stay on top of the WOW
Don’t settle in and think that your WOW experience is going to continue to satisfy customers for years to come or even in the short term. To truly differentiate, you must stay in front of your customer’s expectations!
Image provided with permission by Microsoft