Customer Experience: New York City Style
Monday: November 5, 2007 7:42 AM
Ok, who or what in New York City hit the preverbal home run when it comes to the customer experience. Well, let’s start with those places that stuck out. First, our hotel was over priced and the essence of customer service was poor at best. They claimed to have free wireless connections in every room. The service never worked and only worked for about 30 minutes in the conference area. Inside the room, everything screamed that the customer should come last. Open the fridge and you get charged $3.00 for a coke and if you put it back you get charged another $3.00. I could rant for another hour on the hotel but clearly, they don’t understand the importance of the customer experience. Also, on the customer experience missed list would include 4 of the 5 tour guides, Saks on Fifth Avenue, the Cab Driver, the Empire State Building tour guide, the Hershey’s Store, and Pax Wholesome Foods. While the products and services were acceptable, they failed to deliver something remarkable (i.e. worth remarking about).
Enough about the organizations that failed to deliver on the customer experience, who made it happen? Clearly, the M&M store gets it. Two stories of nothing but innovative ways in delivering that simple candy to customer. It would be easy to sell candy but it can be a challenge selling candy and the M&M brand experience. You can choose as many colors combinations as you like to select from the predefined ones like New York Yankees (Grey Blue, and White), New York Cab (Yellow and Black), and the we York Mets (Blue and Orange). It wasn’t just the offering but the engaging people and technology that made you say Wow. Unlike the Hershey store across the street whose employees were completely disengaged on every level. Our one tour guide nailed it by making even the bitter cold bearable with his insight and knowledge of the island. The 24 hour Apple Store nailed it as did the Museum of Natural History. They all delivered more than just a product or service; they delivered on the New York Experience.
Oh, one more that hits closer to Atlanta. Delta has made flying a real hoot again and the new airplanes are great. The crew as well as the pilot was entertaining and informative. You would have thought you were flying Southwest or Song. While it took bankruptcy to deliver this kind of service or experience, I hope it continues into the future.
Ok, who or what in New York City hit the preverbal home run when it comes to the customer experience. Well, let’s start with those places that stuck out. First, our hotel was over priced and the essence of customer service was poor at best. They claimed to have free wireless connections in every room. The service never worked and only worked for about 30 minutes in the conference area. Inside the room, everything screamed that the customer should come last. Open the fridge and you get charged $3.00 for a coke and if you put it back you get charged another $3.00. I could rant for another hour on the hotel but clearly, they don’t understand the importance of the customer experience. Also, on the customer experience missed list would include 4 of the 5 tour guides, Saks on Fifth Avenue, the Cab Driver, the Empire State Building tour guide, the Hershey’s Store, and Pax Wholesome Foods. While the products and services were acceptable, they failed to deliver something remarkable (i.e. worth remarking about).
Enough about the organizations that failed to deliver on the customer experience, who made it happen? Clearly, the M&M store gets it. Two stories of nothing but innovative ways in delivering that simple candy to customer. It would be easy to sell candy but it can be a challenge selling candy and the M&M brand experience. You can choose as many colors combinations as you like to select from the predefined ones like New York Yankees (Grey Blue, and White), New York Cab (Yellow and Black), and the we York Mets (Blue and Orange). It wasn’t just the offering but the engaging people and technology that made you say Wow. Unlike the Hershey store across the street whose employees were completely disengaged on every level. Our one tour guide nailed it by making even the bitter cold bearable with his insight and knowledge of the island. The 24 hour Apple Store nailed it as did the Museum of Natural History. They all delivered more than just a product or service; they delivered on the New York Experience.
Oh, one more that hits closer to Atlanta. Delta has made flying a real hoot again and the new airplanes are great. The crew as well as the pilot was entertaining and informative. You would have thought you were flying Southwest or Song. While it took bankruptcy to deliver this kind of service or experience, I hope it continues into the future.
Comments (1)
i agree...$3 for a coke is robbery! when in new york, though, you MUST take in a broadway show...and i found the perfect tool to do your homework with before you go...it works too.
Posted by: darren on November 11, 2007 01:51