Experience is the new product
Tony Hsieh, the CEO of Zappos, said
“Customer service shouldn't be a department, it should be the entire company.”
Experience is becoming the new product and companies like Zappos, Chick-fil-A and Trader Joe's understand that they are not selling, shoes, sandwiches or groceries, they are selling an experience first and their product second. Customers who are loyal to your business are often not coming back due to pricing or product selection, they are coming back to your business based on the feelings they had when they last visited. What was their experience? Did they feel something during the visit? What was the transaction like? Was it memorable or normal? With some consistent effort and training you can create an experience for every customer every day.