Leading Extraordinary and Memorable Customer Experiences
I am reading my good friend, Dr. Joseph Michelli’s latest book, Customer Magic – The Macquarie Way: How to Reimagine Customer Experience to Transform Your Business right now. It is awesome! This book is truly where leadership meets the customer experience. Leadership really is about the customer experience. I became a better leader and educator when I started reading Michelli’s books and got to know him. By the way: I’ve read all his books. This book has one thing in common with all the others – it is taking me to another level.
I just wrote a blog post this past weekend about having favorite places to go in Finding New Favorites. What makes favorites? The customer experience! What makes the customer experience? The people!
As Dr. Michelli asks:
- Do you consistently deliver extraordinary customer experiences?
- Do you consistently deliver memorable customer experiences?
No matter what we do, we need to be able to answer “Yes” to these questions. Once I figured that out, I became a better leader. Tonight I am on the road working with schools in southern Indiana. While staying in Jeffersonville, Indiana I have a favorite place that I like to get dinner that is right next to my hotel, Rapid Fired Pizza. Why do I go there? Addison! All day I was hoping Addison would be there to make my garden salad. She is super friendly, remembers what I like and adds extra cucumber and green onions, because they are my favorite. No matter how busy they are, she always takes her time to get it right. Yes, Rapid Fired Pizza has great products, but the customer experience that Addison provides has made this a favorite. Addison has, what is called in the book, the “service gene.”
THE WORD SPREAD
“Pizza lovers told their friends about us. Growing by popular demand, you’ll now find us serving amazing pizza in 25 towns and cities across the US.” ~ Rapid Fired Pizza
I recommend Rapid Fired to everyone. Here’s how I answer The Ultimate Question: I am “extremely likely” to recommend Rapid Fired Pizza to a friend or colleague. It is recommended in Michelli’s book that this is the only Net Promoter Score (NPS) question we need to ask. If you want to know more, and I hope you do – read Customer Magic – The Macquarie Way: How to Reimagine Customer Experience to Transform Your Business. Michelli told us, “Some 34 years and 12 books later, leaders clearly understand that customer experiences create brand differentiation, repeat business and positive word-of-mouth” (p. 89). Addison certainly understands this and is certainly differentiating Rapid Fire Pizza, gained me as a repeat customer, and has me for a recommendation.
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