The Top Customer Experience Lesson from Hawaii

If you’ve ever been to Hawaii, you’ll totally “get” this post. And, even if you haven’t, read on to discover the top customer experience strategy they use in the Hawaiian Islands.

I just returned from my first trip to Hawaii (Maui), and aside from the consecutive rainy days everyone there told us was “unusual,” it was a lovely getaway. My hubby and I attended a luau where we learned more about Hawaiian culture and history than we read in our pre-trip online research.

What I discovered about Hawaiians is their collective commitment to aloha, which is much more than a simple hello and goodbye greeting.

According to Aloha International:

“Besides these common meanings, the word Aloha holds within itself all one needs to know to interact rightfully in the natural world. These insights describe an attitude or way of life sometimes called ‘The Aloha Spirit’ or ‘The Way of Aloha.’”

Hawaiians have a code for the word:

A             ala, watchful, alertness
L              lokahi, working with unity
O             oia’i’o, truthful honesty
H             ha’aha’a, humility
A             ahonui, patient perseverance

When we think about these characteristics, don’t they also represent customer experience excellence?

Aloha in Customer Experience

Ala: When we serve customers, we should be alert to learn their preferences, desires, and needs.

Lokahi: When we work with teams, we should be unified in our approaches, customer experience protocols, and customer service delivery.

Oia’i’o: When we are honest and forthright with customers, we can build and maintain a positive brand.

Ha’aha’a: We must show humility and reverence for customers. Remember the scene in “Pretty Woman” when the snotty Rodeo Drive saleswomen snubbed Julia Roberts’ character? That’s an example of lacking humility!

Ahonui: We should demonstrate patience with customers, respond to their questions and concerns, and persevere when they don’t make an immediate purchase or follow our calls to action.

So, the next time you discuss your customers’ experiences with your team, teach them about aloha and its deeper meaning.

= Thank you!