What's expected vs. what's amazing
SETH GODIN:
“I visited a favorite restaurant last week, a place that, alas, I hadn't been to in months. The waiter remembered that I don't like cilantro. Unasked, she brought it up. Incredible. This was uncalled for, unnecessary and totally delightful.”
“Dolores, a clerk with kidney problems at a 7 Eleven, broke all sorts of coffee sales records because she remembered the name of every customer who came in every morning. Unexpected and amazing.”
VS.
“Hotels used to get a lot of mileage out of remembering what you liked, but it was merely a database trick, not emotional labor on the part of the staff.”
“Today, if you go to an important meeting and the other people haven't bothered to Google you and your company, it's practically an offense. We're about to spend an hour together and you couldn't be bothered to look me up? It's expected, no longer amazing.”
You can raise the bar or you can wait for others to raise it, but it's getting raised regardless.
How can you raise the “What’s Amazing” bar with your customers?
