I bought a new hat to shield my balding head from the summer sun. The store had over 200 hats, but only one hat offered as much information as protection. My new “Tilley Hat” cost me plenty. It was worth every cent and is a great example of customer experience management at its finest.
What other hat comes with a four-page Owner’s Manual complete with illustrations, explanations and detailed instructions on how to wear it, tie it, wash it and stretch it back to shape? What other hat comes with history, legends and lore all provided?
What other hat explains inside that the cloth is “100% USA cotton duck,” the fittings “British brass” and the sewing done with “Canadian persnicketiness?”
What other hat comes with a life-long guarantee against destruction or loss and the directive (I’m not kidding!) to “include this hat in your will?”
What other hat gives you eight water-protected “brag tags” concealed inside the crown for you to pass on to admiring acquaintances. These brag tags are not just where and how to buy the hat. They include notes, quotes and anecdotes to turn new acquaintances into friends.
Tilley Hats are worth buying. They are well made and faithfully guaranteed. The owners of this company deserve to get rich as they are experts in customer experience management in addition to hat making.
Tilley Hats are also worth studying. This product makes the customer rich – information rich. This is due, in part, to Tilley’s excellence in customer experience management.
Key Learning Point For Customer Experience Management
Information about a product or service can add tremendous value to that product or service. Exercise good customer experience management skills by sharing some of your knowledge.
Action Steps Customer Experience Management
What useful information can you provide about who you are, what you do, where, why and how? What insights can you collect to teach, tell, instruct, advise, inform, arouse or entertain? Information sharing is a great way to boost customer experience management skills and bolster a company’s image.
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Copyright, Ron Kaufman. Used with permission. Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. He is author of the bestselling “UP! Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com.
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