My inspiration comes from Sandy Smith, Sandy Smith Seminars [who will be presenting two sessions during Coverings 2012]. In a recent presentation, he compared a dreadful doctor's visit to time spent at Starbucks. He asked, why the former couldn't be more like the latter. Good question, don't you think?
[Here is my account of an abysmal visit to LabCorp.]
Assuming you feel strongly about only delivering a Starbucks-like experience - because that's what resonates with your customers - let's explore seven not-articulated customer expectations that Sandy brought up.
The point: if you meet these expectations you will not only delight customers, but also be well on your way to getting even more customers.
Interesting how most of these expectations have to do with being human and expressing how much you care about your customers.
Comments, reactions? What are you currently doing to meet customers expectations? What might you do differently?
I'd love to hear.
Image credit: Dan Smith, Valley Business FRONT with reference found in Sandy Smith - Who's in Front?