Experience is everything
I don’t get into Hull very often, but when I do it’s nice to grab a coffee or a hot choccy. So, I went into Cafe Nero expecting to hand over some cash and get a hot drink in return.
I didn’t even get to the counter.
The place was a mess. Cups, mugs and food wrappings covering most tables. The floor was unclean. It immediately came across as “we really don’t care about your experience”.
I walked straight out.
A friend was telling Kate about a beauty treatment she recently had at a local hotel. To be blunt. It sucked. No one acknowledged her when she went to reception. 2 people walked straight past. The treatment was amateur, the beauticians colleagues were loudly chatting and clearing up nearby. Will she recommend them?
I don’t think so.
I don’t see many businesses or services really taking any pride in their work, their service. Certainly not around here at the moment. Great experience is not rocket science. In fact, I would go as far to say, I’m having better experiences online with brands and businesses right now. How amazing is that?
What bad experiences have you had recently?
What great experiences have you had?
Now this is a good customer experience
Mission Bicycle Retail Experience from Adaptive Path on Vimeo.
What a great experience eh? This is how all shops should be. Well designed, properly thought out and all about delivering the best service, and an experience which they will tell their friends about.
I spotted this on the most excellent Boutique Cycles blog.
Hull Digital Launches
Hull is not the first place you think of when you imagine a vibrant, innovative online, digital community. However, there are web-lovers, online evangelists, deisgners, developers and gamers, so I thought it was about time we embraced this, and more importantly encourage this community.
This has brought me to launch Hull Digital, a site which is dedicated to Kingston Upon Hull’s Digital Community. The site is going to focus on a number of key areas in the Hull area:
- Local news, events and happenings in the online world
- Online Web Applications
- Broadband
- Home and business computing
- Gadgets
- GPS and Geo Location
- And many more great topics!
If you are from the local area in East Yorkshire, and would like to contribute, then please do head on over to HullDigital.co.uk and get in touch, or at the very least, comment and contribute!
We’re currently planning our first meet up in January, so please spread the word!
Creating Value
This is a great presentation which Tom Fishburne from method gave at a recent conference. Well worth watching, and portrays perfectly what a whole lot of companies are grappling with right now – giving customers value so they continue using them, try them for the first time or talk about them to a friend.
Thriller Mayor
Great post from Church of the Customer with Austin’s Mayor getting into the spirit of things!
When figures of authority actually show they are human, you know, show they can have fun, the message and communication works so much better.
Marketing ROI – wake up people!
Traditional media is dying – wake up people, and smell the coffee. Magazine advertising and old fashioned PR? Not for me and it shouldn’t be for you either. Unless:
- You would like to burn money
- You don’t want to track your ROI
- You don’t want to engage your customers
- You don’t want to give your customers value
- You want to go down the easy route where you can pick up a phone and place an ad
- You are stuck in the past and too damn lazy to do something about it!
So, wake up. Smell the coffee. Watch this video from Gary Vaynerchuck.
