Have you had a really good customer experience lately? How did it make you feel? And what did the company do? If you stop and think about it, was it really all that special? Did they do something totally over the top or did they just pay attention to you?
Over the life of this blog I've given some thought to that idea and plan to give more.. but in the spirit of my Summer Re-runs here are a few of my previous posts that folks seemed to like (based on web traffic stats) on the topic and one from Wharton... which I'd highly recommend you click.
First up, Disney. No not another post about the famous Disney park service, instead, this one focuses on the lifeguards at the resort pool. Before this, never really thought of lifeguards as marketing tools... buy hey, read for yourself and let me know what you think.
Second, for all of you that have ever traveled via air and had to grab a meal at an airport -- how was it? Ever had a truly great experience? I have. Wrote about it here -- and if you travel via Houston Hobby much, be a great idea to read it... give you a good pointer on where to eat while connecting there. ;-)
And a few years ago, Nokia had a truly brilliant idea that created a customer service which was a huge marketing tool IMHO. Really good stuff and again, cheers to them on coming up with something so simple and useful.
And lastly, that post from Wharton: 'Beware the dissatisfied customer. They like to blab.' Think it would be really cool if they re-wrote this today, with social media and all... really amps up their arguments.
Would love to hear what y'all think of the old posts and especially the Wharton piece. Are you using customer service as a marketing tool? Should you?
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