It’s All About The Experience
Posted on January 14, 2008
Filed Under General
Success in any business today means creating memorable experiences for customers. Who doesn’t want to escape from behind the computer screen and be moved and and inspired. There’s an entire marketing discipline surrounding this topic.
Siam Society, a forward thinking Portland restaurant has taken this concept to a whole new level. They reward patrons a chance to win their special “I did it in the kitchen” drawing. Winners get to strap on an apron and join their master chef in whipping up a signature dish. Plus, they videotape the experience and later post it on their web site. What fun!
Now you don’t have to invite your customers behind the counter to help cart inventory to give them a memorable experience of doing business with you. Simple gestures of appreciation can go along way in building trust and loyalty.
Here are the hard stats on this subject: According to the second annual Customer Experience Impact Report, a Harris Interactive study sponsored by RightNow Technologies, 80 percent of consumers will never go back to an organization after a bad customer experience, up from 68 percent in 2006.
The report revealed that service is a significant differentiator for companies: 51 percent of consumers cited “outstanding service” as a top reason they continue to do business with a company. Another 60 percent noted “outstanding service” as a top reason they would recommend a company. “Today, the success of every business depends on good customer experiences,” said Greg Gianforte, CEO of RightNow. “If you can’t make it easy and satisfying for people to do business with you, you’ll lose them to someone who does-and quickly.”
What are you doing to create memorable experiences for your customers and clients?
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