This is the first post in my new Friday blog series. My Fridays will focus on guest posts and more personal posts than what I usually post during the week. I hope you enjoy these posts! Please offer any feedback or suggestions in the comments. Thanks!
I gave my wife a watch for her birthday two years ago. Stephanie has received many compliments on the watch during those two years and really likes it. Unfortunately, she broke the watch in a freak accident as we were loading groceries into the car.
She raised her wrist and hit the watch face against the trunk hinge. She was understandably upset that an accident seemingly took something she genuinely enjoyed.
Stephanie went to Kohl’s, where I purchased the watch, later that afternoon and explained her situation. She was expecting to hear an explanation similar to, “I’m sorry, but our policy is that we can’t really do anything about it. Here are the watches you may purchase to replace your broken watch.” Instead of that response, Stephanie was surprised to see the salesperson take a brand new watch out of the jewlery display and hand it to her. When Stephanie asked how much she would have to pay, the salesperson explained that there was no cost. Stephanie received a brand new watch for free.
Our family shops at Kohl’s for a number of items. I’ve always appreciated their very low prices and friendly sales staff. When the store gave my wife a brand new watch when it really had no obligation to do so, that was a “wow moment” that only strengthened our loyalty to Kohl’s. When we think of our next shopping trip, do you think we will remember this experience? Of course we will.
Creating great customer experiences develops raving fans who will tell others about the experience. How are you developing “wow moments” that your customers will remember?