Customers are creature of habits.
They like the comfort and convenience of predictable customer experiences. For all of the talk about WOWing customers, it is consistency that is the secret sauce in customer experience.
In fact, consistency is one of the three aspects of Hero-Class® customer service that I outlined in Be Your Customer’s Hero.
Because consistency is incredibly difficult to achieve, which means that those who can deliver it can differentiate their organization from the competition.Consistency is one of the best ways to differentiate through customer service. Click To Tweet
Why Consistency Works
In the book Hooked: How to Build Habit-Forming Products by Nir Eyal, the author contends that 40% of what we do each day is based in habit.
Habits can be extremely powerful. They operate at a subconscious level, causing us to function on auto-pilot. If you can addict a customer (in a win-win, good for everyone kind of way), you can keep that customer for a very long time. Read more