People over Process
I like the story Rich at Aldo Coffee Company shares. One of his customers returned a cannoli because it was dry - two days after the purchase. Not a problem. In fact, the situation helps Aldo fine tune things. Love this quote:
"Hey, we're all for process when it improves the customer experience."
If a process doesn't improve customer experience, find a diferent process.
What does this have to do with business blogs - besides the Adlo team setting a great example?
It opens the lines of communication and engages your customer in a conversation. Look, our customers talk about your company anyway (we hope), so why not in a place where the engagement promotes a great customer experience?
Many times, the question of one customer is one the minds of many.
UPDATE: Originally, this post included some items about Panera missing the boat on customer experience. Recently, I've seen thing start to turn around. I hope that continues.
Technorati Tags: Aldo Coffee Company, Customer Experience
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