Comment from Oliver
Time: October 29, 2008, 5:41 pm

Great post. I believe this is a very important point.
You can have a great product, or awful product, great service, or awful service. What people remember, in my experience, is how they’re treated while discovering this product or service, and how good or bad it is.

Some of my most memorable experiences in CS is when I was treated like dirt, and like a king. In both types of examples though, I can’t remember too well how great/poor the product or service itself was.

I’m sure it has to do with the fact that when a product or service doesn’t treat you well, it is much less memorable than when a real person does the same.

Comment from rjulian
Time: October 30, 2008, 11:57 am

So true, yet this kind of premium customer experience is so rare that I’ve read many people say that on airlines, for example, they’d be willing to pay a higher price for their ticket, for the “privilege” of being treated well. Sad commentary, but a huge opportunity for those brands who recognize peoples’ hunger for high touch experiences, and focus on delivering it to them.

Comment from Beatrice
Time: November 3, 2008, 9:28 am

A very inspring post! Everyone knows how important a good bedside manner is for a doctor and in every aspect ofour lives the quality of relationships is very important. I have been close friends with Sanjay and his wife for a long time and I can testifie how genuine he is in his helpfulness, kindness and efficiency!

Comment from rjulian
Time: November 3, 2008, 1:20 pm

Hello Beatrice,

I think it’s precisely because Sanjay’s work comes from a place of genuineness (versus some page in an employee handbook) that he’s able to deliver such wonderful service for his guests.

This point goes to a company/brand’s hiring practices. One question should probably be, “Do we truly believe this potential employee can genuinely deliver the kinds of experiences we want our brand associated with?”

You are fortunate to have a friend like Sanjay. I hope to see him when we return to Paris in the near future.

Thanks for sharing your comments.

Best,

Rick