{"id":644,"date":"2017-01-26T22:40:06","date_gmt":"2017-01-26T22:40:06","guid":{"rendered":"http:\/\/redonkmarketing.com\/blog\/?p=644"},"modified":"2017-01-26T22:44:34","modified_gmt":"2017-01-26T22:44:34","slug":"put-on-a-happy-face","status":"publish","type":"post","link":"https:\/\/redonkmarketing.com\/blog\/put-on-a-happy-face\/","title":{"rendered":"Put on a Happy Face"},"content":{"rendered":"

In case common sense wasn\u2019t enough, by now it\u2019s no secret that positive customer experiences are good for a business and negative customer experiences are not. And more and more businesses are (finally) catching on. According to Forrester, one-third of firms will restructure their business to shift to customer-obsessed operations in 2017. Power to the people.<\/p>\n

And while customers are more likely to share a bad experience than they are a good experience<\/a>; today I\u2019d like to buck the trend and give a shout out to the restaurants and shops who put a smile on my face. Because although I am certainly capable of sending out an angry tweet<\/a> directed to my least favorite pharmacy, \u00a0I also have a lot of love for brands that deserve some time and attention, too:<\/p>\n

    \n
  1. Whenever picking up a to-go order, Zo\u00ebs Kitchen<\/a> usually offers me a free drink while I wait. It probably costs them very little, but it\u2019s something I look forward to any time I swing by for a quick lunch.<\/li>\n
  2. I have a weakness for falafel and apparently I\u2019m not alone. On a number of occasions when eating at Mama Pita<\/a> they haven\u2019t had fresh falafel ready when it\u2019s my time to order. In those instances, I\u2019ve almost always received a free drink, a buy-one-get-one card, or extra falafel. And the delicious falafel is always ready within a few minutes.<\/li>\n
  3. Amazon<\/a> is known for customer experience so it takes a lot for them to impress me, I basically just expect it at this point. But when we didn\u2019t receive the full refund for a package containing multiple dresses that was returned, we had to call them up to investigate. What happened is a mystery \u2013 so their solution was to refund the whole original order, even the dress I kept.<\/li>\n<\/ol>\n

    These are all examples of situations where I was experiencing varying degrees of friction and the company provided a small token to improve the overall experience. And for me, it works. I am not complaining Amazon lost my return package, I\u2019m stoked I got a free dress!<\/p>\n

    But the best is when companies do it just because:<\/p>\n

      \n
    1. I asked the cashier at Whole Earth Provision Co.<\/a>\u00a0 how large of a purchase had to be made in order to get one of their sweet reusable bags<\/a> because I had recently spilled milk in mine, and he was placing my small purchase into a standard brown bag. He happily moved my purchase into a reusable bag and threw in a few extra bags, just because.<\/li>\n
    2. Awhile back I decided my 9 month old and I should go on a dinner date to J. Macklin\u2019s Grill<\/a>, without any other adult help. Easier said than done. It took an extra trip back to the car just to haul in all the stuff that was required, and as I was unloading everything a kind server came by and helped set up the high chair cover.<\/li>\n
    3. On another occasion dining out with baby at East Hampton Sandwich Co.<\/a> , I asked if I could purchase grilled chicken only from the salad add-on options for my son (because I wasn\u2019t forking over $5 for a full kids meal and I wasn\u2019t in the mood to share). I assumed the answer would be \u201cno\u201d but instead they gave me a perfectly sized tiny portion of grilled chicken \u2013 free of charge.<\/li>\n<\/ol>\n

      At the end of the day, does it really matter? Turns out, it does. \u00a0Because according to Forrester Research, customer experience improvements can translate into revenue growth for companies<\/a>, and CX leaders grow revenue faster than CX laggards1<\/sup>. <\/sup>So all those companies shifting to a customer-obsessed operation this year are on to something.<\/p>\n

      What companies help you put on a happy face? Let us know in the comments below.<\/p>\n

      1. July 15, 2015, \u201cDoes Customer Experience Really Drive Business Success?\u201d Forrester report.<\/h6>\n

       <\/p>\n

       <\/p>\n","protected":false},"excerpt":{"rendered":"

      In case common sense wasn\u2019t enough, by now it\u2019s no secret that positive customer experiences are good for a business and negative customer experiences are not. And more and more businesses are (finally) catching on. According to Forrester, one-third of firms will restructure their business to shift to customer-obsessed operations in 2017. Power to the […]<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[14,13],"tags":[],"class_list":["post-644","post","type-post","status-publish","format-standard","hentry","category-customer-experience","category-featured"],"acf":[],"yoast_head":"\nPut on a Happy Face - Redonk Marketing | Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/redonkmarketing.com\/blog\/put-on-a-happy-face\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Put on a Happy Face - Redonk Marketing | Blog\" \/>\n<meta property=\"og:description\" content=\"In case common sense wasn\u2019t enough, by now it\u2019s no secret that positive customer experiences are good for a business and negative customer experiences are not. 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