During my commute into the office this morning, I had a surprising, uplifting and unpredicted moment that really brought home to me the concept of delighting your customers in the most unexpected of ways.
To help set the scene, I am waiting alone at a busy bus stop on an extremely wet and blustery autumnal morning waiting for a bus to take me to my local train station. The bus was running late and it was looking extremely unlikely that I was going to make my train. After a couple of minutes, a taxi pulled alongside the bus stop, lowers the front passenger-side window and calls out to me, “Hello?”. With a little trepidation at this unsolicited approach, I walked forward to his passenger-side window. “Hello mate”, he begins, “I’ve dropped you home a few times from the train station and recognised you; I am heading back there now, jump in – I’ll give you a lift”. Now at this point, I’m afraid to say the cynic in me immediately thought, “what’s the catch?”, “is this free?”, “what’s he after?” but feeling completely in shock at the generous offer, I put those feelings aside and jumped in the taxi.
He then proceeded to drive me the ten-minute journey to the station and we chatted merrily along the route, engaging each other and discussing our plans for the day ahead. When we arrived at the station, I thanked the driver profusely for his extremely kind act of generosity and just about made my train to continue my commute which otherwise, I would have missed.
What really struck me on the rest of my journey was how that experience left me feeling. Even in the grand scheme of things, it may have seemed relatively trivial (and of course it is) however this small and completely unexpected act rekindled my belief that even the smallest of actions can have a profoundly positive effect.
In the same way that this relatively small gesture from a taxi driver had such a positive effect on my day, a similar low-resource approach (alongside your strategic plans) can be applied to your customer base to help strengthen your relationship in the most unexpected ways. Here are some recommendations as to how you can put this into action:
Author Bio: Adam Joseph
Founder of CSM Insight who had previously spent 15 years managing Customer Success organisations for leading businesses. Passionate about all things Customer Success and recently voted as a member of the "Top 100 Customer Success Strategists" in 2018.