Experience while you wait?

Happy Tuesday !I actually wrote this email on Monday but planning to send it out tomorrow, which is now today. But maybe you're reading this much later, although if it's exactly a week later it's still a Tuesday.

Anyway, I wanted to tell you a bit about a strange concept - Waiting. With everything becoming more immediate, we are used to not having to wait for anything. Amazon Prime changed the game with what customers expect when they order something. What I want you to start thinking about, is what value can you provide to your customers WHILE they wait, as with many of the products we sell it's inevitable.

Remember; Every touch point you have with your customer is an opportunity to create an experience for them.

As you probably know, I live in Israel. There’s a local gas station I usually go to, which is a part of one of the bigger chains. They have an app you can use, which they’ve gamified - Giving you a free coffee after you’ve had 5 cups, as well as giving you points every time you fill gas through the app. The app also allows you to quickly pay with the credit card you have on it whenever you buy something in their convenience store, which is right next to every one of their gas stations.

The most interesting part of the app for me was the experience when filling your gas tank. You all know the feeling, you’re either sitting down in your car or waiting outside of it while waiting for the tank to be full.

Well, because I’m already using the app to fill the gas, it knows when I’m filling it up and looking down at my phone. During that time, on the screen shows up a red “scratch card” with text that reads: “Your gas benefit awaits, scratch and you might win”. You simply scratch it with your finger on the screen.

The scratch card will then reveal a discount or free product, in this case, I got a small coffee for 5 Shekels, instead of the regular 11-13 Shekels. Now, every time I fill out my gas I already know that this is coming, and the stupid thing is - I want to see what I’ll win this time. Here's what it looks like:. .  

My question to you is - What are you doing while your customers are waiting?

Maybe you sell a supplement that takes some time to see any effect, or you have a product that requires it to be charged, or maybe customers are reaching out to your customer support and waiting for a reply. Whatever it may be, think about every touch point when you engage with your customers, because those are all opportunities to wow them instead, even while they wait.​TomerP.SAs you sit and wait for my next email, I just want to leave you with one very important point to take with you - It doesn't matter how many friends you have or how big your family is, the size of your funeral will depend on the weather.:)