This video advertisement for a popular sugary beverage product unintentionally reminded me that they key to awesome customer service is delivering an unexpected experience. This thought has been popping into my head a lot lately now that my friend and former co-worker Thomas Knoll has moved on to work at Zappos. People expect the mundane, deliver the extraordinary. When people come to get their laptop fixed at Concordia, our Help Desk also does a quick screen clean to get the fingerprints off. Something so simple can make the difference in someone’s day. Sure, it isn’t a 6 foot sandwich dropping out a vending machine, but it can still put a smile on someone’s face.
Customer-driven Quality
I am nearing completion of the MBA that I am taking in Innovation and Leadership Development at Concordia University - St. Paul. Last week, I wrote a paper on Customer-driven quality and I felt like sharing it. I’d love to hear your thoughts if you can make it through my academic voice.
The reason I am sharing this paper here is because it focuses on my passion of helping organizations build relationships with their customers. This is why I am such a huge fan of social technology and the connections that can be made through the use of it. As always, it is essential to understand that social technology and tools like Twitter and Facebook did not create these relationships, it just amplifies them.
