It’s when the consumer, customer or client says thank you.
It could be Thank you for:
– solving a problem I have
– anticipating a need
– listening to me
– going out of your way to help me
– doing something unexpected
– understanding me …
I am contrasting here the idea of a heartfelt consumer thank you with the more everyday thanks that you might say when someone brings you a cup of coffee at a cafe for example.
Think Big Thank you vs small thanks.
There is no end of ways to help a customer say thank you.
It’s the ideal consumer response.
It creates a Thank You moment.
If you can do it once for one customer then you can do it again.
It becomes a way of delivering a better or higher consumer experience.
The action of giving or helping does not have to be big.
For example, I visited my local Vet practice recently to buy some food for my dog. The nurse was very attentive and asked some wonderful, caring and insightful questions e.g. what breed is your dog, it’s weight and age, was it exercising, last medical check up etc.
In the end she suggested a particular food and then added if your dog does not like the food then bring it back and we will refund your money.
Here is why the idea of a thank you is important:
– it’s customer focussed
– the value is decided by the consumer, customer or client rather than the organisation (i.e. its what they receive not what you give)
– ‘Thank you is customer language rather than corporate speak
– Thank you becomes the new standard in consumer experience
– A big Thank you moment might be shared and talked about
– It’s something everyone in the organisation will get and can be a part of.
– The idea of a big thank you can be extended to the employee experience
As consumers have more power, information and access to social media for example, the consumer experience becomes even more important.
Enhancing the consumer experience can drive increased sales and loyalty.
And at the forefront of this strategy is Thank you.
It becomes the new consumer experience standard.