You Lost Me At Hello?
Ever had such bad service right at the start that they had lost you from that moment on? Or perhaps it wasn’t bad service, perhaps it was bad planning? Experience planning isn’t a simple task, because if it was, everyone would be getting it right. I think it actually takes a lot of thought to [...]
“Our Specials” to “You’re Special”
If you’re in a Catch 22 situation, and thinking of doing the hard sell, don’t. Selling has been replaced by serving. If you can give the best service, then you’ll get the best sales. Rather than talking about “Our Specials”, start talking about “You’re Special”. Does this mean I’m saying you should soft sell? No [...]
The Pyramid Of Expectation
So, I made a bit of a mistake yesterday. I wrote a 3,000 word essay on suspense and brand mystery, rolling in far too many case studies, and providing way more content in one post than I’ve said in past times that one should! I’m going to, instead, start right at the beginning with a [...]
10 Tips For Creating Spreadable Service
Delivering a great customer experience is equally about sales and service. Great sales gets you market share, but great service gets you both wallet share and makes your customer a brand advocate. Pretty much every business / church / charity / individual, right now, is offering fist-clenchingly bad service – so when you serve them [...]
Experience: Today's Currency
When you go into Starbucks what are you buying? A product? A good? A service? Or are you indeed buying something far greater than coffee? The idea of experience in marketing is not at all a new one, and indeed the general public can now observe that more often than not, the notion of experience [...]
