Big companies go the extra mile to offer their customers the little details that make them have a fantastic experience. They do everything for delight your customers.
I recently traveled to Lisbon on a flight with Air France. At the boarding gate from Luanda to Paris, I received a souvenir, a mug decorated with the colors of France. But what surprised me most was the fact that they offered internet access during the flight. We could send WhatsApp messages for free. To be able to surf the net we would have to pay 8 eur. for 1h.
They don’t have to offer it. The flight was completely full and people weren’t expecting that. Many didn’t even connect because they didn’t understand the offer, despite the flight attendant announcing it over the loudspeaker..
What do we learn from this? We must analyze what else we can offer our customers to make them feel that they have a unique experience when they hire our services.
I messaged several friends to tell them I was on a flight with internet. It made me feel special, proud to be living an experience that most of them don’t have. And many of them pay more than double for a flight to Lisbon, and don’t have as good an experience..
What can we offer our customers that make them want to share with their friends? That makes them feel special, because their friends don’t have that experience and often even pay a higher price? What can we do to really delight our customers?.