An Experience Gap occurs when our brands fail to meet our customer’s expectations at any point along the customer journey.
It’s the chasm between what you promise and you deliver.
In this blog post, we wanted to share 3 touching stories of amazing customer service that will make you feel inspired and that will show you how to close the Experience Gap with your customers.
1. FedEx Driver saves dream wedding and close Experience Gap
When COVID-19 smashed Savannah and Dylan’s dream wedding plans in Hawaii, they decided to change to a small ceremony on the beautiful coast of North Carolina.
“The lovebirds organized a last-minute beach ceremony with a total of five people on the special day last week.
The company making the groom’s wedding band had been shuttered by the virus outbreak, but said the day before the wedding that it could overnight the ring, Kulenic said.
One problem: The wedding was scheduled for 3 p.m., but the ring wasn’t expected to show up until 4:30.”
(ABC NEWS https://abcnews.go.com/Health/wireStory/love-wins-delivery-driver-hero-beach-wedding-70184987)
They left a note at the address for the FedEx driver, telling him he had the ring and then headed down to the beach for the ceremony.
When Joe, the delivery driver, saw the note and realized what was in the package, he didn’t just leave it on the doorstep—he quickly ran to the beach and handed over the package just in time.
Joe’s entrance with the band saved the wedding and Savannah & Dylan’s story became a piece of major news.
Other Source where you can read stories like this:
2.The representative who expressed his condolences on the loss of his mother. 💐
A man ordered 9 pairs of shoes for her mother who was at the hospital at the moment
👡 Not knowing her foot size, decided to order nine different pairs and return the ones that didn’t fit.
Sadly, his mother passed away 😢
Time passed and later on, he realized he never returned the shoes. They have never been worn, but he was outside of the return window.
📧 He sent an email to the shoe company explaining his situation, wondering if there was something they could do for him.
The #customerservice representative who received the email let him know right away, that a UPS truck will show up at his house to pick up all the boxes. 🚚 📦
No charge. His credit card would be credited with the full amount of the original purchase. The representative also expressed his condolences on the loss of his mother.
When the delivery truck arrived, the driver also brought a bouquet of flowers with deepest sympathies from the customer service representative. 💐🚚 📦
Guess which shoe company was? Zappos !!!
✔️Moral of the story?
Every company is facing difficult times. But every interaction with our #customers is an opportunity to create amazing experiences that can become great stories of customer appreciation.
SOURCE: UNMARKETING Book
3.Triscuits to Fiji, a delicious Experience Gap story.
Mike Derment founder of Freshbooks, a software company, mentioned on his blog his fascination for the new flavors of the Triscuits crackers.
A customer of his company located in Fiji commented on the blog post, joking that he shouldn’t talk about things he can’t pick up in his house.
“I am right now dying to try cracked pepper and olive Triscuits. I am seriously considering cancelling my FreshBooks account because of this irresponsible posting. Have a heart—Jonathan.” (CUSTOMERTHINK.COM)
The owner of FreshBooks took the liberty to buy some Triscuits and have them sent to Jonathan in Fiji.
The customer was so excited, that he wrote a feature article in the Fiji Times that created a “firestorm of positive buzz” that lit up the FreshBooks name all over the Internet.
What a great way to close the Experience Gap!
Even if it wasn’t directly connected to their business.What a great way to close the Experience Gap!
We hope you enjoyed these 3 stories.
Every day is an opportunity to go the extra mile to create an amazing experience for your customers.
Problems will arise and there will be Experience Gaps, but you can do something about them if you and your team are prepared and share the same mindset for customer service.
It’s culture.
If you want to know more about us, click on the following buttons and share this content, if possible!
