Admittedly, my approach to troubleshooting tech issues in today’s digital age is like playing darts blindfolded. That’s precisely why I hold a deep appreciation for Tech Specialists and other business professionals who excel in delivering world-class customer experiences.
As a marketer, I understand that in a sea of look-alike products and services, earning a prospect’s trust is an ongoing battle. Setting your company apart often boils down to creating an exceptional buying journey and purchase experience. Regrettably, the truth is that most businesses underwhelm their clients. A survey by Bain and Company revealed a stark contrast: while 80% of CEOs believe they deliver a superior customer experience, only 8% of their buyers agreed.
Two companies that stand out in the crowd for getting customer experience right are Apple and Go Daddy. In both cases, the representatives I interacted with demonstrated remarkable patience and unwavering determination in resolving my tech challenges. Their dedication reminded me of a recent movie, “On a Wing and a Prayer,” where a passenger is guided to land a private plane after the pilot died mid-flight. This true story depicts Control Tower professionals, aided by a skilled pilot on the ground, guiding the makeshift pilot and his family to a safe landing. The level of patience, empathy, and encouragement from Apple and GoDaddy representatives brought this memorable movie moment vividly to mind.
The Apple Experience
With Apple, a seemingly simple task turned into an unexpected challenge as I tried to update my expired credit card with the new one. Despite numerous attempts on my mobile device, the screen stubbornly displayed, “Card not valid”. Frustration welled up as I knew this wasn’t the case.
However, Apple’s customer service representative was unwavering in her commitment to resolve the issue. She exuded exceptional patience, assurance, and a deeply caring demeanor. While I can’t recall the exact steps that ultimately rectified the situation, the Apple representative left an indelible mark, emphasizing that customer experience extends beyond mere problem-solving. It’s about leaving a lasting impression of compassion and support.
The GoDaddy Experience
In the case of GoDaddy, we faced challenges adding my daughter’s computer to my GoDaddy User Account. By connecting the account, she would gain access to Office 365 through my paid Microsoft subscription, which I purchased via GoDaddy.
Navigating computers and software with my daughter is like a joint expedition through a digital wilderness where we’re both perpetually lost. Displaying remarkable patience, the Tech Specialist hand-held my daughter through the setup process while responding to her continuous barrage of questions with care and reassurance.
How Are You Making Your Mark?
These tech giants remind us that beyond gadgets and software, behind every tech challenge is a person seeking help, patience, and guidance. In our high-tech world, it’s these high-touch moments that truly define a superior customer experience. How are you and your company leaving an indelible mark on your customers and setting your company apart? Please share your advice and experiences in the comments below.