Comments on: The Delight of Unexpected Great Customer Service http://customersrock.net/2007/01/19/the-delight-of-unexpected-great-customer-service/ Focusing on customers, their experiences, and how businesses can make sure their customer experiences rock! Fri, 30 Jul 2010 13:43:57 -0500 http://wordpress.org/?v=2.8.4 hourly 1 By: Marketing an Experience « Customers Rock! http://customersrock.net/2007/01/19/the-delight-of-unexpected-great-customer-service/comment-page-1/#comment-1102 Marketing an Experience « Customers Rock! Thu, 12 Jul 2007 00:44:19 +0000 http://customersrock.wordpress.com/2007/01/19/the-delight-of-unexpected-great-customer-service/#comment-1102 [...] just purchase products or services.  They experience them.   I wrote last week about how my experience of getting my car repaired was about much more than how well those repairs were [...] [...] just purchase products or services.  They experience them.   I wrote last week about how my experience of getting my car repaired was about much more than how well those repairs were [...]

]]> By: Marketing Experiences, not Products « Customers Rock! http://customersrock.net/2007/01/19/the-delight-of-unexpected-great-customer-service/comment-page-1/#comment-1101 Marketing Experiences, not Products « Customers Rock! Fri, 13 Apr 2007 15:24:00 +0000 http://customersrock.wordpress.com/2007/01/19/the-delight-of-unexpected-great-customer-service/#comment-1101 [...] (RSS) « The Delight of Unexpected Great Customer Service Experiencing the Lifecycle [...] [...] (RSS) « The Delight of Unexpected Great Customer Service Experiencing the Lifecycle [...]

]]> By: Becky Carroll http://customersrock.net/2007/01/19/the-delight-of-unexpected-great-customer-service/comment-page-1/#comment-1100 Becky Carroll Sun, 21 Jan 2007 21:32:39 +0000 http://customersrock.wordpress.com/2007/01/19/the-delight-of-unexpected-great-customer-service/#comment-1100 Love the pun, intended or not! :-) You are right about the surveys; they don't all seek information on true satisfaction (a good experience) first. What was interesting here was the shop surveyed me after the first repair, when I was not completely satisfied. My answers would be different now, but I doubt they will check in with me again. Love the pun, intended or not! :-)

You are right about the surveys; they don’t all seek information on true satisfaction (a good experience) first. What was interesting here was the shop surveyed me after the first repair, when I was not completely satisfied. My answers would be different now, but I doubt they will check in with me again.

]]> By: rshevlin http://customersrock.net/2007/01/19/the-delight-of-unexpected-great-customer-service/comment-page-1/#comment-1099 rshevlin Sat, 20 Jan 2007 14:26:59 +0000 http://customersrock.wordpress.com/2007/01/19/the-delight-of-unexpected-great-customer-service/#comment-1099 Great story, Becky. I have believed for a while now that what drives customers (uh, no pun intended) to be loyal to firms and brands are the stories that the CONSUMER tells -- not the stories the brand tells. One other point: You had a great experience, and THEN concluded that you "wouldn't hesitate to recommend them to others." Ever notice how many firms are running around sticking surveys under your nose asking you if you'd recommend them -- WITHOUT even asking if you had a good experience with them? Great story, Becky. I have believed for a while now that what drives customers (uh, no pun intended) to be loyal to firms and brands are the stories that the CONSUMER tells — not the stories the brand tells.

One other point: You had a great experience, and THEN concluded that you “wouldn’t hesitate to recommend them to others.” Ever notice how many firms are running around sticking surveys under your nose asking you if you’d recommend them — WITHOUT even asking if you had a good experience with them?

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