Here’s a perfect example of how to create a customer experience.
Check out the video. It’s brilliant. So is the talent. But where does that little bit of extra come from?
You know. That little extra bit that makes some things rise above everything else. (Believe me. This dance group is going to make it)
Watch the video first. Now.. Yes.. Click the link below
http://www.youtube.com/watch?v=6GrOMLylvhQ&feature=related
Ok, so now you know what I’m talking about. Geez. Even Simon gave a standing ovation.
Here’s the point
That little bit extra. That thing that created the experience. Where did it come from?
Answer: Everything is congruent. The customer doesn’t have to contemplate or think about anything. Everything is delivered to perfection. Ba-boom!
- Name (Flawless)
- Visual communication (Suits, appearance)
- Verbal communication (”Yeah, we are a dance act”)
- Vision, values och goals (”Chase the dream, not the competition”)
- Passion (”We Love Dancing”)
Here’s how it’s done
The name: Flawless – What does that tell you?
“Flawless”, the name itself sets a standard for the vision and values. Qualitylosses are not tolerated. It’s supposed to be flawless. The name comes from the vision and the values – not the other way around.
The group has come to an agreement on the vision and the goal -“Chase the dream, not the competition”. Where does that come from? Well, “We LOVE dancing.” This isn’t a job for these fellows! It’s all about PASSION. And passion gives you energy. That’s why they practice every single day: “We rehearse everyday, even Valentines day”.
See. Everything is coherent and that enables them to deliver a fenomenal customer EXPERIENCE for the customers/the audience.
Don’t forget either that they are friends from the same area. They have a common story.
All about these guys are 100% AUTHENTIC. Just like the said from the very beginning. No surprises, except that you got more than you hoped for. You got an experience.
And all of this was possible because everything just flows naturally for these guys. They do, what they are.
Simon says: “With Focus, Commitment, Confidence and Hard work, you can achieve something”.
That is a description of HOW they got to this point. That’s important, BUT don’t confuse that with how they communicate what they do.
Flawless communicates everything CONSISTENTLY. Brilliat!
There are two ways you can be CONSISTENT: Fake everything to perfection all the time – Or… Be Yourself.
