Creating a Signature Customer Experience: Are You GLUE-ed?

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Imagine that you are in a restaurant and when your order is placed on the table, you realize that an extra item is included in the package. You enquire about it and the waiter says “It’s on the house! As per the management, I could offer one complimentary dish to any one of the customers today!”.

Let’s try and relate to another scenario: You requested your team member to prepare important data and share it by Wednesday. On Tuesday, the same week, your team member informs you “The data is ready along with the analysis

Need another one? Let’s try this: You take your car to the workshop to get the oil and filters changed. Suddenly you observe that one of the workers is changing the oil and the other is cleaning the interior of your car!

Aren’t you surprised and going through a mixed emotion of unexpected happiness?

We all are living in a world surrounded by expectations. The real moment of charm arrives when expectations are delivered with little unexpected extra. This exactly is what we refer to as GLUE – Giving Little Unexpected Extra!

Remember, it need not be colossal but just a little bit of extra delivery over the client’s expectations! A small amount of GLUE has the ability to make a huge difference to our lives, our businesses, and our work. It is a little bit extra that goes beyond the transaction and demonstrates that we truly care for our clients.

Hence the billion-dollar question – Are you GLUE-ed?

Written by 

Jony Mandal has over 15 years of experience in the Learning and Organization Development (L&OD) domain. He has an in-depth passion for driving organizational growth through various signature L&D programs. Armed with Gallup's key strengths (Strategic, Achiever, Self Assurance, Competition, and Maximiser), Jony has been the key anchor to carve out the best of employees and organizations. On the personal front, he loves to play guitar and be associated with music.

2 thoughts on “Creating a Signature Customer Experience: Are You GLUE-ed?1 min read

  1. GLUE nice concept. This is what I did when HR team asked me for my ID(Aadhaar card). I wrote my aadhaar number in the mail so HR can just copy it and paste where he/she wants to use that detail, And I also attached pdf of my aadhaar card. I will implement this GLUE idea in my future projects.

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