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Why running a restaurant is not so much different than running a dev shop. Notes on customer experience.

Every contact between a service provider and a customer is about building on experience. Experience combines with different elements. Some of them are big and essential like meeting deadlines or having high quality products. Others - eg. sending a simple birthday card - just nice to have. But actually those little additions, which are beyond the customer’s standard expectations, are the ones that your customers are going to talk about among friends (the most often).

Originally posted on kubafilipowski.com

"Have no fear of perfection - you’ll never reach it." - Salvador Dalí

Every contact between a service provider and a customer is about building on experience.

Experience combines with different elements. Some of them are big and essential like meeting deadlines or having high quality products. Others - eg. sending a simple birthday card - just nice to have. But actually those little additions, which are beyond the customer’s standard expectations, are the ones that your customers are going to talk about among friends (the most often).

Think about restaurants. Restaurants are all about building great experience. When you walk into a well designed, clean restaurant, a waiter is polite and food is both fresh and tasty your experience will be good even if you have to pay a higher bill for that.

But if you have all of the above - a good service, a clean and tidy place etc - but food is awful, your night will be ruined and you are never coming back. By serving you an awful dish, they’ve lost you on fundamental part of experience.

Not all of the components of experience are created equal. If you work on fundamental parts of your service or product experience you can achieve a radical positive change in your business.

Great companies are going beyond fundamentals, looking for all the small details that can differentiate them from the competition and create a WOW effect. Think about Zappos customer support, or Apple’s unboxing experience. That kind of attention to details creates a WOW effect and proves your operational efficiency.

Growing a business having customer experience in mind is a way to go. This way of thinking focuses on a long term relationship, it is not on optimising costs by cutting corners.

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