A Quality Experience

In an ever-growing competitive world of business, everyone strives to be the best in their craft, whether that is an art form, service, product or skill. As perfection is the most sought after perception of most entrepreneurs and business industries, it still sits to be more of an imaginary goal. With businesses in every industry looking to be the best and outshine their rivals, feuds have ignited typically overlooking the true science behind the term Quality. Over the years you may see things like price wars, price matching, renditions, and even apparent mocking of competitor’s products or services. Reality is, it’s not all about how affordable or great your product or service is, but how well is the experience surrounding the services of your product.
Regardless if your market is the B2B, B2C or even the B2B2C, there will always be one common denominator, People. All companies are started, built and ran by people, even the most autonomous business, all with the intent of servicing people. So what is it about your product or service that is so great, it will cause the people it’s designed for to forget the overall experience endured to obtain this product or service? Looking at today’s food industry, Chik-Fil-A has managed to become one of the largest food-chains nationwide selling a product that has been around for generations. With Rivals like KFC, Wendy’s, and now Popeyes chicken sandwiches, Chik-Fil-A still manages to maintain a steady climb in profits all while securing dominance over any other food-chain in the industry. With the product being the same, prices being similar, food portions similar or even more basic, how does Chik-Fil-A continue to blossom? The quality of fresh food is served with a customer care experience that is rarely seen.
In 2018 Amazon reported revenue of approximately $200+ Billion, where similar sites like Wish reported $1.9+ Billion; meanwhile Wish includes a vast listing of items found on sites like Amazon for a fraction of the cost. Even with a lower cost Wish still sits over $100 Billion behind in revenue from Amazon why? Aside from having a list of other services offered, Amazon has the known 2 Day shipping; a simple and easy return policy, as well as, level of product quality that eases the mind. By providing a quality list of services and making the experience simple and efficient, Amazon has developed a winning formula resulting in a multi-billion dollar profit increase annually. Amazon’s CEO Jeff Bezos has acknowledged such a demand for quality and has even made statements as “If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.” This type of forward-thinking has launched companies like Amazon, Chik-Fil-A, Zappos, Trader Joe’s, and more to the forefront of their industries as some of the most customer-obsessed businesses.
When developing a customer’s experience, there are some common things you need to keep in mind; the first being the greeting, people gravitate towards an authentically warm and inviting approach. While being friendly and polite is key to starting any interaction off on the right foot, it always helps to go the extra mile by personalizing the greeting and addressing people by their name of choice. Following the introduction, you always want to ensure your shopping experience is simple and efficient, often people get frustrated when they can’t find what they are looking for and have no assistance. Always be welcoming and engaging when it comes to feedback, as I stated, perfection is only a perception based on one’s imagination. Feedback is always a great way to find new ideas to improve and express true genuine care for the interest of the people you serve.