Let me ask you a question.
Can you recall a time when you had an experience with a business that made you go, “Wow!” (in a good way)?
Here’s one that I had recently. My husband and I love sushi. We’ve tried many local places and found a restaurant where the food and service are consistently really good. Now, we go there pretty regularly on Thursday nights. We have the same waitress each time and now when we arrive she has our drinks ready and an order of edamame on the way.
One Tuesday, she was not working, but she told the waitress that would be filling in for her that we’d be arriving between 8 and 8:30. She told her what to have for us when we got there and also gave her the instruction to “take great care of us.” Wow!
That was a moment.
That was customer experience.
It was unexpected. It made us feel appreciated. It was memorable. And, it was shareable. I’ve told friends about it and I’m telling you about it right now.
Your brand equity (and customer loyalty) is built by consistently providing these “Wow!” moments.