The Experience that Makes the Difference: In the new economy, client experience is key

摘要

"HOW WAS YOUR VET VISIT YESTERDAY?" Margaret asked."Terrible! I couldn't get Fluffy out of there fast enough!" Sharon responded. "And how was your vet visit?"Margaret replied, "Great! It was a good experience!"Why are the experiences of these two visits so different? There can be many factors at work here, but let's start by thinking about positive experiences you have had with service providers.One that comes to my mind is how much my friend John looks forward to taking his car to be serviced. Why? Because he knows he'll be met by a friendly greeter, who will park his car and give it a complimentary car wash. Then he will be surrounded by showcase cars and several TV sets, each tuned to a different channel, allowing him to choose sports, news, or travel shows while he waits. Or he can enjoy the lounge for reading. No matter that he rushed off without breakfast, because there is a magnificent brewing machine providing multiple beverage choices as well as complimentary, hot, freshly baked chocolate chip cookies and a popcorn machine.