VisualSnare

Details, details, details...

What is your business' quality control on the smaller interactions you have with customers? 

Today I went to one of my favorite little chain to grab lunch and ordered a "Going Nutz" shake. Shortly after I hear my name called to pick up the shake, and a lady, with a frown on her face (not kidding), passes me the shake.

By the time I go to grab it, the overfilled shake (that I didn't notice before) has spilled all over my hand and the lid, which was never fully attached, is barely holding on. I asked her if I could get some help and she just shrugged her shoulders... until one of the other employees ran over, dumped it in a larger cup, and handed it back to me with napkins with a quick "problem solved" (and a smile).

I was a happy customer and thoroughly enjoyed the shake and dry hand, but it made me think that often customer touchpoints as little and seemingly mundane as this can make a big impact on a customer's experience.    

The fact is that these points of interaction should be cared for, and thought out, with as much detail as the greeting (or whatever first interaction you have with your customers). The reason is that this is often where in a hyper-competitive market, you can really standout.

Ever notice how you rarely have a leaky cup of coffee from Starbucks? That's because the barista, through training, has learned that the lid has to be put on opposite of the cup seam. It's a small detail, but allows you, the customer, to really enjoy their product and the 'coffee experience'.

How are you fostering your product's experience? Think about these small touchpoints, and you might just have a happier customer! -Reed

How do you say... success?

Thank you Pita Pit for being creative with your tip jar.

I actually laughed when I figured it out (it took longer than I'd like to admit). The phrase engaged me, made me think and therefore won my attention and 'a tip'.

How many little interactions like this do we usually just coast by on with status quo. It's much easier to just throw a small can/cup out and write "TIPS" in a sharpie on the front. Heck, people probably put about as many tips in, but I'd bet their reasoning for doing it is vastly different.

In the first case it's because you feel like you "have to" the next, like this example, is because you "want to." It's a big difference, even though the reward from the latter is harder to measure. -Reed