I’m no genius, but I think customer service is pretty essential.
And when I say I’m no genius, I mean I am most definitely no genius. But one thing I do know is that some of the most successful businesses in the world employ a straightforward principle:
Premier Customer Service.
For example, here at The Success Bug, we are nothing without our loyal subscribers who will most definitely like and share this post on their favorite social media outlet…
Anyway, especially when it comes to a smaller business, it seems that listening to your customers’ needs and wants is critical to scaling or even being successful in general. For example, in its infancy stages, Airbnb made a habit, almost an obsession out of becoming best friends with its customer base.
An Obsession with Perfection
For those of you who don’t know, Airbnb is an online marketplace for offering or arranging lodging, primarily homestays or tourism experiences.
According to Brian Chesky, CEO of Airbnb, the only way to create a truly scalable and viral business is to “create a total mind-fuck experience that you’ll tell everyone about” (his words, not mine)!
During Airbnb’s beginning stages, Chesky and his co-founder embodied this principle to tee, to the point where they would routinely visit their hosts in New York.
Not only that, but they created a “10 Star Design” experience, a system they still follow to this day. The 10 Star Design is essentially the tactic of surveying and probing your customer base to understand precisely, and I mean *precisely* what they consider their perfect experience.
From * to *****
Chesky and his team would survey their customer base to understand what they would consider a one-star experience and work their way up to what they would find a five-star experience.
For example, if you asked me, I’d say a five-star hotel experience would be a virtual reality simulation of a stay in a hotel inside of my favorite video game. That’s impossible (or is it?), but understanding something as significant as your customers’ biggest desires seems to be a treasure map to creating the perfect experience for your users.
And who doesn’t want to do that? Speaking of which, what is your 10-Star blog experience?