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?
More companies and brands should have fun
Now this is awesome. The new Star Trek movie is getting reviews, and they recently had an event where hardcore fans went to a big screen showing of Wrath of the Khan. They had also been promised 10 minutes of the new film as a sneak peek.
Lo and behold, 10 minutes into Wrath of the Khan, the film “broke”, enter stage left, Leonard Nimoy, and announced they were going to see the whole of the new film! As Church of the Customer so rightly says:
Fun is contagious.
Fun spreads.
Fun inspires loyalty.
Fun opens wallets.
Superb Experience Marketing from method
Superb Experience Marketing from method, originally uploaded by JonnyMoss.
method is one if my fave brands. Top quality products with design not an afterthought, plus environmentally friendly.
Check out their latest blog post here – they created some little parks in parking spaces to highlight the need for green spaces in the urban jungles. Great fun and a great idea.
