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.
Shatner on the Mountain
This song has been in my head since I first saw the video. I think there is some future in the battlecry: “Hug the Mountain! Envelop the Mountain!”
Special thanks to @seanbonner for bringing it to the attenion of the Internet.
Here is a great video by @williger explaining a lot of the frustration that you can find on the twitters and the facebooks these days. I love the line at 1:43: “you want to have exposure to all my followers, that’s cool… Talk, Add some Value… I’m just about connecting…” via @chrisbrogan
