Welcome to another episode of small feet channel my name is Coach Lee home to them to share with you how to create a great customer experience. Okay, number one, what poor customer experience mean to you? right because in today's world customer service, his expectation is no longer a requirement, but his expectation because people come to you with certain level of customer expectation, but you as a business owner and you are the brand, how are you going to create an experience that your customer will remember for a long, long time and therefore, they will share with their respective friends. Alright, so I have a very interesting comment over here that showed that during lunchtime Sorry, I can't take your order right now because I am my coffee break. If your customer encounter this when they call you what kind of experience or Example you try to project, right?

It's not a good one. Because now in 2016, every conversation every moment every saw recreate an experience and that becomes your brand. Because when customers interact with you, every single conversation, you talk to them, every moment that you create, and every single story become who you are. Because customer experience Customer service is all about feeling. People don't buy what you do people buy, why you're doing it. Right.

And there is a statistic show 85% of brand today happen in our daily conversation is not only limited to face to face conversation, but also the conversation happened on your WhatsApp, twitter, facebook account and whatnot. So you must make sure that the conversation between you and your employee The employee with the customer is being designed and the experience is being delivered excellently. Right Here is another example I'd like to share with you this happen in UK there's a company called a rec rescue. How they help a lady creating a wow experience. There's one time in the snows winter time, there's a lady her car broke down by the roadside, and she was very panic and she gives a rst a call and ask for rescue. And throughout the conversation she mentioned that today I'm really bad luck is not a good day and furthermore, today is my birthday.

So when the driver arrived to rescue her apart from just helpful to on a car issue, they also bought her a bouquet of flowers and congratulate her happy birthday. So this is some experience that you want to bring to your customer not only by solving their their problem, but also extending the extra mile. Right, because in two days, 75% 8% of millennials don't want to buy stuff they want to buy, what's the other experience, go with the stock. So make sure they design this into your customer service. And lastly, as the example of Strava Strava is not a company that sell only coffee, but it's a really, really human touch company. Why you want to go to Starbucks apart from the good coffee, you also want to join the environment.

So do create a space that your customer would like to come to your place and hang out and join your environment. So today is a sharing about how to create a good customer experience. Hope you like it. See you on the next video. Thank you very much.