The weather was the type that
drives you indoors on a Saturday afternoon.
It had been a hard travel week and I needed some unwind time; perfect conditions
for two back-to-back Academy Award winning best picture movies. The first was the 1995 winner—Braveheart; the second was the 1996 winner--The English Patient.
The order of movie viewing was a big
mistake. I only watched 2/3rds of the
second movie. Now, before you play the
“Guy Movie” card, you should know I actually prefer movies with more plot and
less gore. But, Braveheart was so “in your face,” heart-pounding edgy that The English Patient seemed plain vanilla
by contrast. The first movie made me
ready to go out in the front yard and charge something; the second made me
ready for bed.
I was on the Zappo.com website buying
my wife a pair of shoes. I needed to get
a bit of help from their call center smart person. The experience was terrific…and, a lot of fun. Then, I tried to order a shirt from another
well-known e-tailer, including a conversation with their call center
helper. The second experience was as unexciting
as The English Patient.
Customers are generally bored
with service these days. They long for Braveheart edgy. They want sparkly and
glittery; a cherry on top of everything. And, when they get edgy, every other service
provider is compared to that memorable experience.
So, what are you doing to
stimulate all your customer’s senses? Think
of the service provider with the most passion, most pizzazz, or greatest
boldness. What if you invited them to
reinvent your service experience? How
can you decorate your customer’s experience in a way that makes it exciting,
original, fun, entertaining, unusual, special, different, amazing, or any other
descriptor that can take your customer’s breath away?
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