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.   

From mediocre to awesome customer experience - from Inc.

From Inc. by Kevin Daum | June 18, 2013

The aim of every marketing campaign, or MVP of products is to be unique and memorable;  from Seth Godin, to be a stand out.  To be remarkable, If you cant do it then you become ignoreable.  And as if you do not exist in the marketplace.

For the customer experience, you must be awesome.

How do you create awesomeness?

Three characteristic of awesome experience:  (PMM)

1  Positive

2. Meaningful

3.  Memorable

     How to make the experience memorable?:

    l.  Fulfill a need

   2.  Entertaining

   3.  Create the unexpected