How Your Company Can Win Big with Customer Experience
There are over 100 Ritz-Carlton hotels and resorts scattered across the world. The brand is commonly associated with luxury, but did you know that the Ritz-Carlton has one of the strongest customer experience reputations going around?
Let me explain why with a simple story.
A few years ago, a couple with a young son travelled to Florida for a holiday.
Family holidays - gotta love them.
They decided to ‘live it up’ on the trip by staying at the Ritz-Carlton. After an unforgettable vacation, they arrived back home only to realise that they forgot one important thing…. Joshie!
Who was Joshie?
Joshie was the name of the son’s beloved plush toy giraffe.
For those of you with kids, this is probably what you look like right now...
The tears started flowing from the son. Faced with a situation that every parent fears, the dad decided to make up a few white lies. He told his son that Joshie was still at the hotel having an extended holiday.
Time started ticking.
He called the hotel and explained the situation (including the lies he told his son) and asked if the hotel staff could find Joshie and send him back as soon as possible.
A few days passed and a package arrived in the mail.
The package was from the Ritz-Carlton. Not only did they find Joshie and send him back, but they also included a few memorable photos.
The dad now had the photos to prove that Joshie did indeed have an extended vacation. Forever grateful, he decided to write an article about this ’wow moment’ and it went viral. The positive impact on reputation from this one gesture proved to be far more powerful than spending millions of dollars on marketing could have ever been.
Customers love to share their positive and negative experiences with family, friends and colleagues. 95% of people that have a bad experience with a brand, product or service will share that experience with someone else. In turn, 87% of people that have a great experience will share their story. No one talks about the experiences between the bad and the great because they're having their expectations met.
To put it simply, as a business you want to decrease these customer experiences:
And increase these customer experiences:
According to a CX Transformation Benchmark study, eight out of ten customers will switch companies due to poor customer experience. The study also found that 70 percent of these customers are willing to pay more for a product or service that has a positive reputation when it comes to customer service.
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