Great Customer Experience - It is all around us!
You can observe and learn, everyday!
Customer Experience - All around us! Image source: B2B News Network
Superlative customer experience need not be restricted to the services in star hotels, business class travel or in Michelin restaurants - there are examples all around us. A look at my 'Touch points' and 'Moments of Truth' from everyday life - taught me quite a few lessons on customer experience!
- The milkman who comes back to deliver just for me because he didn’t want me to miss my morning coffee though it is my fault that I don’t hang up the milk bag!
- The Uber driver who took my wife to the airport gave her whatever cash he had at hand because she had forgotten her wallet
- The flower lady who hasn’t collected her dues for the past 3 months and yet says - no hurry sir, when finally pestered to collect. My fault that I am not at home when she comes around!
- The Amazon delivery guy who said - I will drop by again after my rounds (+15 kilometers) tonight - "I hope 10:00 pm is ok with you"
- The office driver who ferries me for my customer visits stocks his car with mini water bottles, my choice of candies, biscuits and even an iPhone charging cable because I need these during hectic days!
- The samosa seller who wouldn’t give me from the morning stock (just re-fry right?!) and instead makes me a new batch in 5 minutes
- The waiters at A2B (South Indian restaurant chain) who will welcome me with a free sweet on every festive day and ensure I get to sample the day’s special on my visits - without asking and without paying for!
- The elderly uncle who serves coffee at Thatte Coffee outlet at my office - takes time to customise my coffee (strong, less sugar) despite the rush
“I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” ― Maya Angelou
- The countless stall owners where I have forgotten to pay - welcome me and never remind me until I realise and have an oops! moment
- The lady who maintains our house brings me home cooked food on her own when my wife is out of town
- The car cleaning crew in my apartment who keep an eye out for my car and clean it as soon as it is parked, because I travel often
- The cab driver who missed his own daughter’s birthday function because I had to reach the airport quickly and he wouldn’t take no for an answer
- The attendant at the cinemas who insisted that I don’t miss my movie because the popcorn was taking time and delivered it at my seat
There are many more heroes out there who constantly redefine customer experience. They could have just ignored citing 'it is not on the list of my duties'. All of them had the option to say no or to not take action. But then, that is where the difference is made and the magic created!
I am thankful to all my teachers out there!