Anyone who has ever attended any of the 14,000 day and resident camps in this country can attest to their popularity. Nothing was more exciting than getting on that bus and heading off to a summer full of adventure, exploration, and learning; you’d reconnect with all the friends you made last year, reminiscing over the trouble you’d gotten into and planning out the coming weeks with sheer delight in your eyes. As fun as summer camp was as a child, it can teach you infinitely more as an adult — especially if your business lies in customer service.
The Science Behind The Perfect Customer Experience
We’re living in an age where starting a business has become easier than ever. Competition has never been more fierce, leading companies far and wide to invest in improving the customer experience; since 64% of consumers value experience over price, we’d say it’s a worthwhile focus — it is something that can easily set you apart from your business rivals and ensure your success.
Summer camps across the country have figured out how to manage every single aspect of the customer experience by understanding every doubt, fear, and desire of the parents they’re selling to. They then soothe, explain, and support in a multitude of ways until the parent is satisfied and agrees to buy.
Consider the process involved in choosing a camp: both parent and child conduct research (the parent searches reviews, the child looks for fun) much like the modern-day shopper; once top choices have been selected, the parent will usually reach out to camp advisors and directors to ask questions directly, which is akin to a consumer calling the customer service line; finally, the purchase is made. The difference between the two is that summer camp customer service extends beyond that final payment.
The Secret To Success
When parents buy the summer camp experience for their children, they get a high-quality customer experience in return. Upon payment, they’ll receive a complete welcome package explaining what they and their child can expect from the coming weeks: everything from crafting classes to outdoor activities is outlined in great detail, and may even contain information about their child’s bunkmates and personal cabin leader. The experience exists pre- and post-purchase, reassuring buyers that their money was not only well-spent, but that they can trust the company they’ve invested in.
The takeaway is profound: through contact that spanned the entire length of the purchasing venture, the customers (a.k.a., parents) have gone from apprehension and concern to trust and loyalty that will undoubtedly keep them coming back in the following years (or summers). Like excited kids leaving camp to go back to school, the right customer service experience should have consumers looking forward to their next buying experience. Your children will come home with pictures of their adventures that need to be stored carefully (in cooler temperatures to reduce chemical decay), and you will come home with the most thoughtful and impressive customer experience you’ve ever seen.
