Heightening customer experience

Every generation needs a revolution - an entrepreneurial revolution

This used to be customer service.  Then evolved into customer delight.  A step towards this was popularized by Sofitel with Plaisir  -  doing things that please the five senses -  smell, taste, hearing, touch, sight.  Total experience

Now this has evolved into upping customer experience.   All phases of customer experience with the company must be upped:    phone call, messenger, Gmail  (are they  being answered promptly and courteously)   at the bricks and mortar office.   

In a supermarket or cafe:  you are surrounded by music, well dressed employee, well arranged merchandised goods,  and an assault to your senses by newly baked bread and roasted coffee.  Who can resist that   

Malls have:   gorgeous landscaping, nice architecture,  air conditioned rooms and offices.   Art work and decor.  

Truly this must be given attention because Peter Drucker has defined business as an entity " that creates customer"   Customer care is paramount.  If you neglect customers, then very soon you can be a history.   

How customer experience at a Coffee Shop can be enhanced (and yours too)

Every generation needs a revolution - an entrepreneurial revolution

The focus now is no longer customer service but customer experience using the internet, brick and mortar facilities, AI, and your staff.   This is the thesis of Howard Schultz, former head of Starbucks.  Many have suggested that the coffee shop is commoditizing its brand by removing comfy seats, removing the toasting and brewing at local shops, having value meals, and packaged coffee.

Here are:

Here are some ways Starbucks can improve its customer experience:

1. Localized store design: Customize stores to fit local culture and preferences.
2. Expanded drive-through experience: Enhance drive-through service.
3. Experiment with new products: Introduce innovative menu items.
4. Maintain an online experience: Improve online ordering and delivery.
5. Mobile payments: Enhance mobile app features.
6. Artificially intelligent baristas: Explore automation and technology.
7. Train baristas for longer periods: Ensure better customer service1

In a hotel, when you enter you have free wifi.  Thats great customer experience.

What are other ways you can improve customer experience.  

The business, marketing success secret revealed

Every generation needs a revolution - an entrepreneurial revolution

   

Rizal Philippines
May 17, 2017

What do you get from this story?   Having a lake full of Pesos:

The story is about prioritizing, when you fish:

1.   bait
2.   the fishing rod,
3.  fish processing
4.  lake?

I would like to think that this is marketing parable.  We often say that we are to be market oriented but most of the time we are not.  We are product or sales oriented.  This story says that we prioritize the lake, the market, where we can catch fish.  Thus a market research interview about the needs and wants of customer.



Of course the correct sequence would be:

1.  lake -  the market, where you can catch fish
2.  bait -   the product
3.   Fishing rod  -  your pitch, your promo
4.  processing -  the customer link bond to retain customers to get repeat sales

This is very consistent about my thesis for business success as gurus have all ready stressed:

1.  Peter Drucker -  a business is an entity that creates customer.  No customer no business.   Thus marketing and innovation are important function of a business

2.  Theodore Levitt -   Everything starts and ends with the customer.  The goal of business, all its functions are geared to satisfy the customer.

3.  Our belief - Customer service.  The customer is the king.     The customer is divine.  He pays our wages

This is the full story: