Every business or organization delivers multiple customer experiences to their customers every day. And they are being evaluated by your customers every single day…with every interaction. You have no choice in this…it happens if you have customers.
Below is a chart to help you visually understand which experiences get talked about. I will give you a hint…it’s the colored ones! Any experience’s not at the two extremes rarely gets talked about today on social channels. Great has become the new average…
Today’s volume of information is so incredible and it comes at us in so many ways, no one has time to spend writing about “average” or even “great” experiences they received. This wasn’t the case before the massive use of the internet. It has turned “great” into the new “average” when it comes to experiences. And they don’t get talked about…at least not on social channels.
What gets talked about is the two ends of the curve…either you rock or you suck…that gets talked about. People share these two experiences…a lot and often. And they don’t stop with just one tweet or post…they go on and on because they are passionate about both ends of the curve. People talk about passion on social channels, not that your product/service functioned well…that is a given today. What they spend time talking about is the experience they had interacting with you through the early stages of education, the purchasing experience, the follow-up experience, and possibly the return experience.
So here’s the test for all business owners and leaders…where do your experiences lie on the curve? Give yourself an honest assessment (maybe even ask your customers) of where you are with every interaction your company has with your customers. If you are like the majority of organizations, the majority, if not all will fall smack in the middle of the curve…hopefully a few on the left and none on the right.
Once you have made this assessment, you will have the answer as to why you do or don’t get talked about on the social channels. If you are talked about because you have some awesome experiences…do more of that and throughout every part of your organization. If you are talked about because you suck…fix those IMMEDIATELY because they are the ones that go viral faster than good ones. Anything else just doesn’t get talked about today and certainly doesn’t create any Word-of-Mouth.
