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People like to share their experiences; make sure they’ve got positive ones to spread

I was attending a conference last month and forgot my credit card at the hotel I’d been staying in. Upon finding it, the hotel concierge not only called to let me know, they also arranged for it to be delivered to me at the conference in a sealed envelope. I couldn’t have asked for a better response.

On the other end of the spectrum, I had a painful experience with some builders working on my home. They didn’t show up at the promised time (or the promised day for that matter) and only rang me after the fact to reschedule. Even once the work started, communications were sporadic and often misleading. I don’t expect I’ll be using them for future renovations.

A positive story travels fast and far

 In a society where word-of-mouth is arguably the most effective form of marketing, companies should prioritize giving each customer an experience worthy of sharing for the right reasons.

 

Every customer interaction breeds a story, and most of us feel inclined to share our experience whether it’s good or bad. In a society where word-of-mouth is arguably the most effective form of marketing, companies should prioritize giving each customer an experience worthy of sharing for the right reasons.

Read all at https://www.oracle.com/uk/applications/customer-experience/features/personalized-customer-experience.html

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