David Wolfe finished up a series called The Art of Conditional Positioning today. I really enjoyed the series and I think that Steve Rae’s recent posts about “Customer Experience Equity” really address the same basic issue with some terrific anecdotal evidence as well. Great reading all around.
Here’s an excerpt from Steve’s Post:
The service we have received at the Holiday Inn has not been good enough to build enough equity. They have been missing the boat by being just average. Up until now, that was okay because we hadn’t had a poor experience. But once a bad experience happens, you need to have built up some equity with the customer to assist you in keeping them coming back.
So, if the service you’re providing is only average, please consider what it will take in your business category to do something better and build Customer Experience Equity.