Whatever You Did Today
Whatever you did today — enjoy a cup of coffee reading the paper, watch TV, work on your computer, clean the house, go to the mall, drive a car, eat lunch, read blogs, take a shower — you used a product. You were a customer.
How was your customer experience? Did anything about it leave you wishing that some business knew you better?
What percent of your experiences leaves you feeling more than satisfied, makes you want to tell people what a great experience you had?
It’s hard to miss when you’ve bumped into a business that values a customer. It’s hard to forget the name of their brand.
Brand you and me.
–ME “Liz” Strauss
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This morning I had another great Starbucks experience. In the two stores I go to, they all know my name and my order. It’s just so satisfying to get that.
The Anthony and Starbucks story is an interesting one.
After reading No Logo by Naomi Klein a few year back I was so ready to hate Starbucks when they came to Brisbane on mass a few years back. But after becoming addicted to the coffee frappuccino with carmel and a triple shot of espresso my noise to friends about how evil Starbucks were was quickly silenced. That and the fact that they are always so good at what they do and are genuinely nice.
Hi Anthony,
There is that thing about Customer Service that wins us over every time! My experience is very similar. I really wanted to hate them on principle, but they just do it so darn nice.
Exactly. The Starbucks brand is being your “third place”, the first thing that comes to mind when you aren’t at home or at work and it’s mostly about customer service, comfortable seating, cozy interiors and lighting that encourages you to spend time there. The coffee itself is way down on the list of things their branding is about.
This is in just about opposite to the design goals for fast food franchise interiors – they’ve got harsh lightning and slightly uncomfortable chairs to encourage you to eat and get out. Well, it used to be, anyway – McDonalds is apparently experimenting with a more Starbucks-like direction for some of their locations.
By the way, always order the short/small versions of Starbucks coffee – all the other sizes have just as much actual coffee in them, they’re just diluted with milk foam and other assorted ..things.. that has no place in a decent coffee.
I just realized that the two restaurants in your example don’t have background music — to soothe you into staying or urge you to leave.
Now I’m going to have to order six lattes. hmmmm. How to carry them?