Thursday, 25 March 2010

Organisations setting expectation

Have just returned from a short vacation trip on the Orient Express, hence the relatively quiet period on this blog ... not much reasonably priced internet access on there! Back now and raring to put fingers to keyboard.

I often mention experience here in this blog, as a differentiator in customer service. And I put it much higher than technical specification for the success of gadgets. My recent trip on one of the most luxurious trains in the world has provided me with another example of a great customer experience, with parallels to the more familiar Apple examples. In the same way that delivery times for Apple products have often been bettered by actual delivery dates, the Orient Express organisation mirrored this by setting expectations of a very reasonable level of customer service and then still exceeding it. This is actually a very simple thing to think about and execute but it's amazing how many organisations just don't get it.

People love to believe that they are getting extras or something better than what is promised. Achieving this when your standards are already good is an example of how to make customers feel great about products and services.

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