Even a small Wow! makes a customer feel understood and catered to
One of the main tenets of our approach to CX is that great experiences come through understanding your customers. We practice it ourselves, we teach it as a technique in our book, and we measure against it in our Experience Scan.
I tripped over a sweet example of a service that exemplified our missive this week: Little Wigwam jigsaw puzzles. A company producing and selling children’s products with green credentials, Little Wigwam replaces single pieces when they get lost. It’s a beautiful gesture and demonstrates an astute understanding of their customers: it stops puzzles being replaced wholesale when a single piece is lost and it saves untold frustration for parents. Sweet.