Creating an amazing customer experience is tough, but essential

Published March 18, 2016 5:22 pm by LoSasso
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Here at LoSasso, we are already gearing up for one of our biggest tradeshows—IMTS. The International Manufacturing Technology Show is a biannual must-attend for our metalworking clients, and prep begins years in advance.

Last month, my colleague and I attended the IMTS workshop, which gives exhibitors the opportunity to learn more about the show, partnerships and advertising opportunities surrounding IMTS. But even more important than that, we were given the opportunity to hear some amazing keynote speakers who inspired us with tips for making a major impact at the show. Specifically, we heard from Shep Hyken, a noted speaker and author, who advises companies on how to create an incredible customer service culture and loyalty mindset.

When thinking forward to IMTS, sometimes it is hard to imagine new ways to build relationships with potential customers on the show floor. The show can be so overwhelming that it’s hard to know where to start! Hyken points out that people want to do business with people they know, like and trust. In today’s customer service landscape, we have to be amazing to keep up.

Every time a customer or prospect comes into contact with any aspect of your company, they have the opportunity to form an impression. They can be bad (Moments of Misery™) or good (Moments of Magic®). The key for us at IMTS is to look for the ways to create Moments of Magic®, no matter how small. Here are Hyken’s 10 principles for creating those moments:

2083-01-Blog-Management_KatieS-in-body-headers_01You are in charge of controlling the first impression – no matter if it is the first time or the five-hundredth time a customer comes in contact with you or your company.

2083-01-Blog-Management_KatieS-in-body-headers_02Be the knowledge leader and expert in your industry. If you don’t know the answers, know where to find them.

2083-01-Blog-Management_KatieS-in-body-headers_03People don’t want to be treated like customers, they want to be treated like people. Remember their kids’ names, make a note of when their birthday is and let them talk about themselves.

2083-01-Blog-Management_KatieS-in-body-headers_04It’s contagious! Especially at a tradeshow, show passion for what you do!

2083-01-Blog-Management_KatieS-in-body-headers_05Ask the right questions, and over-communicate if possible.

2083-01-Blog-Management_KatieS-in-body-headers_06If you DO make a mistake, then you need to go the extra mile to make it right.

2083-01-Blog-Management_KatieS-in-body-headers_07Combine quality service with a quality product. You can’t have one without the other.

2083-01-Blog-Management_KatieS-in-body-headers_08Set realistic expectations, then work to exceed

2083-01-Blog-Management_KatieS-in-body-headers_09Everyone at your company needs to put forth the same commitment to greatness all the time, not some of the time.

2083-01-Blog-Management_KatieS-in-body-headers_10A thank you note, holiday card or a phone call goes a long way. People want to be appreciated.


All of the above principles align perfectly with what we try to accomplish at IMTS. We want the customer to feel confident in what we can provide. We want to be a partner for them from the start. After all, people want to do business with people they know, like and trust.

To learn more about Hyken’s 10 principles, you can like him on Facebook or subscribe to his weekly eNewsletter (I’ve found it very helpful).