Creating Unforgettable Customer Moments: Why Performance Matters
Let me share something that recently struck me while attending a VIP concert experience.
The difference between good and unforgettable isn’t just about what you deliver – it’s about how you make people feel.
The Performance Principle
I watched two incredible musicians recently – Alfie Boe and Mark Knopfler. Both are masters of their craft, but they left very different impressions. Knopfler’s technical brilliance was undeniable, but Boe created an experience I’ll never forget. The difference? Performance.
This got me thinking about how this applies to business.
As I often tell my coaching clients, borrowing from Entrepreneurs Circle wisdom: “It ain’t what you do, it’s the way that you do it.”
Beyond the Basics
Let me share a brilliant example from one of my clients in the window shutter business.
They sell and install shutters – nothing unique there. But their approach to customer experience? That’s something special.
They’ve turned installation into a performance art. It starts with something as simple as a branded yoga mat for their tools.
Think about that for a moment.
Before they bring in any equipment, they lay down this mat. It’s a small gesture that immediately shows customers they respect their home.
They follow this with other thoughtful touches:
- Removing shoes when entering homes
- Using branded coasters for drinks
- Leaving these coasters as gifts
None of these things affect the quality of the shutters. But they create memorable moments that customers talk about long after the installation is complete.
Creating Your Own Wow Moments
Here’s what I’ve learned working with businesses across various sectors: Your customers won’t remember exactly what you did, but they’ll never forget how you made them feel.
Think about your business:
- What’s your equivalent of the yoga mat moment?
- Where can you add unexpected touches?
- How can you turn routine interactions into memorable experiences?
The Power of Performance
One of my retail clients recently transformed their customer service by treating it as a performance.
They scripted key interactions, added personal touches, and trained their team to see every customer interaction as an opportunity to create a moment worth remembering.
The results? Their reviews now talk more about the experience than the products – just like those shutter installations where customers mention the amazing experience first and the actual shutters almost as an afterthought.
Making It Work in Your Business
Here’s how to start creating your own memorable moments:
- Map your customer journey
- Identify opportunities for “wow” moments
- Create simple but meaningful gestures
- Train your team to see their role as performers
- Make it consistent and repeatable
The Real Differentiator
In today’s market, your products or services might not be unique.
Your competitors might match your prices or features.
But they can’t easily copy your performance – the way you make customers feel.
Think about it: When was the last time you created a moment your customers would remember and talk about? Not just good service, but something memorable?
Ready to Transform Your Customer Experience?
If you’re interested in creating your own unforgettable customer moments, let’s talk. Together, we can identify opportunities in your business to turn ordinary interactions into extraordinary experiences.
Remember, it’s not just about being good at what you do – it’s about creating performances worth remembering.
Best wishes,
Jamie
P.S. When you make customers feel special, they don’t just remember – they return and refer.
