Customer Experience Management, in layman’s terms, is the way you want to present your business to a customer; the things you do to convey your business’ moment to its customers. Even small businesses can whip up great customer experiences – just look at this story.
“Without hesitation Dalton asked what kind of pizza we wanted, and told my father he would bring it to us (by the way, Steve’s doesn’t deliver). My dad clarified that we were in Indianapolis, at least three and a half hours away from Battle Creek. Dalton said he understood that, and would leave after he closed the store. And so, while Rich and I slept, at 2:30 AM, Dalton rolled into our driveway, left the car running and delivered two extra special pizzas to my waiting family. He told them we were in his prayers, and offered to help in any way he could. My dad offered to put him up in a hotel, but he refused and immediately left for the return trip home because he had to work the next day.”
This is how a wife shared her experience with a pizza chain in Michigan (where her husband is a frequent customer). Going above and beyond the line of serving pizzas is another thing, but this story explains the reason why.
For a frequent customer, this is well-deserved. May this get you smiling as you start the week ahead!
Join the 7th Customer Lovefest Conference this November 15-16 at Tower Club Makati. For more information, contact Ex-Link Events at (+63 2) 633-0153 / 643-3887 / 535-1150, +63 920 924 2532 / +63 920 981 4376, firstname.lastname@example.org or facebook.com/customerlovefest.
(Disclaimer: All brands mentioned are the property of their respective owners, are used for identification purposes only, and do not imply product endorsement or affiliation with the Customer Lovefest unless otherwise stated.)