I have already praised Pret A Manger’s superior customer service but I’m happy to do so again as a little incident in my local branch demonstrated their overall philosophy and how they can wow customers where it matters – on the front line.
Making a positive choice to deliver a Wow! service is a different strategy from avoiding an “Oww!” service. Unfortunately many organisations implicitly choose the latter by failing to positively choose the former.
When I was setting up this site my intention was to provide a source of stories about superior service from my own and others’ perspective. So I was particularly pleased to find a book that contains just that. The only problem is that I didn’t write it. Continue reading “Wow! 2) Learning from examples”
This week’s mini-series deals with the idea of the Wow! experience – literally an experience that makes you go ‘Wow! That was great!’ Later in the week we’ll look at the Wow! Awards which contain the most comprehensive examples, in the UK at least. First, I wanted to share my own recent Wow! that shows that sometimes it’s the little things – the basics, you might say – that make a customer experience superior. Continue reading “Wow! 1) Getting the basics right”