It’s so easy to write about customer experiences gone wrong. I’ve done that several times now, and I feel bad that I never have good things to write about! (OK, I have written about one, so far. Just one!) But that’s just the nature of the beast.
It’s tougher to write about the good experiences, mainly because there are so few! Ask Stan Phelps about how long it took to come up with 1,001 examples of marketing lagniappe! Why are these memorable experiences so few and far between? Why do companies focus on numbers and profits rather than on the customer experience? Why don’t they understand that the experience is what drives growth and profits? (And that employees drive the experience?)
Well, finally, I can write about another good experience! And it’s not just one lone interaction that motivated me to write this post; I’ve held off writing about this company because I’ve been waiting to see if my interactions with them would continue in the same manner, i.e., was this a fluke? or is there a pattern/consistency?
And that begs the question, is a non-negative experience the same as a positive experience? It’s not a remarkable experience, but it doesn’t detract from how I feel about the brand. Is that a good thing? I guess that’s a topic for another blog post.
What I do like about this store is a nice personal touch. Every couple of months, I receive a hand-written letter from the store director. The image to the left shows a letter, with which he included his business card, that I received from him just yesterday. I’ll forgive him for spelling my last name wrong (hey, even my mom gets it wrong every once in a while). I appreciate the gesture and the offer to contact him if I need anything. This has been an ongoing thing with this particular store (even through a change in store managers) since I started shopping there; the letters seem to come more frequently now, though. In addition, one of the other store managers greets me whenever I see him. I’ve seen him in the store on “off duty” days, and he’s no different. He says “hello” and asks about my day. This is a great example to set for your employees!