Hello Chasers,
What’s this headline all about?
Okay, let me set the scene …
According to a 2021 CommBank Retail Insights report, 83 per cent of business owners believe customer experience is very important to their business strategy, yet only 30 per cent rate their customer service as being greater than nine out of ten.
Therefore, if you develop a strategy for creating that simply awesome customer experience you can turn a customer into a raving fan who actively promotes your business through their channels of influence.
Last week I attended my quarterly business conference in Sydney where I was privy to a brilliant presentation by Katrina McCarter – founder of Marketing to Mums. Katrina spoke about a trip to America in 2017 with her young family to the Magic Castle Hotel in Los Angeles.
Now, if any of you have not been there, she describes it as not fancy, mid-range in its pricing and décor but absolutely in demand. This causes the Magic Castle Hotel to become highly desirable for families in LA and leads to it consistently having the ‘No Vacancy’ sign lit up.
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