The Olympics are steeped in tradition.
Consider the opening ceremonies with the fireworks, the speeches, the parade of nations, the lighting of the torch… did you tune in to watch? Did you get what you were expecting?
We are creatures of habit and knowing what to expect makes us feel comfortable, it puts us at ease.
Every time you deliver on a ritual or expectation, you create a memory in the customer’s mind and have the opportunity to put them at ease.
I expect:
· Netflix, Hulu and Mailchimp to welcome me back when I log in.
· Amazon to tell me what other people also purchased.
· Sundance to wag her tail when I walk in the door.
What rituals do you have in your office that make your customers feel welcome?