3 Points that created a great customer experience at the end of the earth
One of the great things about vacationing is that you're exposed to a lot of customer experiences that you don't enjoy during your normal daily routine. You go to new places, buy new products and services, and see the world from unique perspectives.
A good example was my visit to Squid Ink Coffee in Port Clyde, Maine last week. For starters, Port Clyde doesn't exactly lie on most people's commute. It's at the tip of a peninsula, 199 miles northeast of Boston and has a year-round population of under 400 people.
Squid Ink Coffee is located inside a small cedar-shingled building on a dock overlooking Port Clyde Harbor. This pretty little setting is something that sets it apart from nearly every other coffee shop on the planet.
Another factor - and an obvious one - is the taste of the coffee. Proprietor Jan Lipson proudly serves Mad Cap Coffee from Michigan, and she serves it well. This was by far the best-tasting cup of coffee that I enjoyed during my two-week vacation to mid-coast Maine - better than any of the Starbucks or Dunkin Donuts that I consumed. And that brings us to...
Customer Experience Requirement #1 - the product must be superior. How does your product compare to that of your strongest competitors? How can you improve it?
Jan was passionate about coffee, the way she served it, and the people to whom she served it. She loved telling the story of how she started the business, and why. She made us feel like we were the most important customers to visit her shop during that week. And this brings us to...
Customer Experience Requirement #2 - the people must be passionate. How passionate are your people? How can you increase the passion?
There were a lot of customer experiences we enjoyed during our two-week vacation, and one that I'll remember best is my 15 minutes inside Squid Ink Coffee. And that brings us to...
Customer Experience Requirement #3 - the event must be memorable. How is your experience memorable to the customer? What can you do to make it more memorable?