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June 23, 2004
Smiles, lollypops and no Buck-Fifty
This week's quotation: By far the best proof is experience. - Sir Francis Bacon There has been a bunch of talk recently about the fundamental importance of the customer experience in building a brand, heck in building a real business. To us, products are the customer experience. The whole experience. That is what we take the notion of products as conversations to be all about. Fast Company is now conducting it's first ever Customer Experience Awards. Brand Autopsy invites all of us to help. Clearly Starbucks is a contender, although some folks voice dissappointment. Meanwhile Lowe's is getting some pretty damning attention. For my part, I love WAMU.
Ever since we got our simple refinance, free checking (with interest!) and free passbook accounts for the kids I have been plain old impressed with Washington Mutual. Somehow despite all their mergers they have been able to keep paying attention to the details. When I had questions about online billpay, they actually answered the phone. When we got disconnected, they called right back. And apologized!! Everytime we go to the branch, the employees smile, work hard to help, and explain things simply. And, potentially most importantly, they give the kids lollypops.
Posted by johnza at June 23, 2004 09:00 PM
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Comments
Is Starbucks a contender for Fast Company's Customer Experience Awards? I don't recall them being on the ballot. I did recall Trader Joe's and Wegmans being on the ballot, but not Whole Foods Market.
No Starbucks. No Whole Foods Market. I think I'm 0 for 2. Ouch.
Posted by: johnmoore (from Brand Autopsy) at June 23, 2004 09:27 PM
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