Anticipation is the key ingredient to creating a remarkable customer experience. When a customer is met with the surprise and delight of having their unexpressed needs fulfilled, it creates a compelling emotional connection and keeps them coming back for more.
That’s why smart companies like Apple, Ritz-Carlton, Zappos and the company I will be working with today — AT&T — make anticipation part of their customer experience commitment.
Anticipation creates a sense of urgency in employees and shifts people into a proactive state. When employees are looking for opportunities to deliver the extraordinary, customer experience improves.
Every single customer interaction is an opportunity to create a defining moment in the relationship and a customer for life.
In the video below, I explain how Ritz-Carlton empowers employees and has mastered the art of anticipation. It works.
Brand Experience from Ryan Estis on Vimeo.
Ryan Estis & Associates is a training and development organization helping companies, leaders, sales people and individual contributors embrace change and achieve breakthrough performance in the new economy. We offer keynotes, live classroom training and online learning that blends interaction, energy and actionable content designed to elevate performance. Contact us for programming inquiries and assistance determining the curriculum that could best support your learning and development objectives.
