“Do you mind pointing me in the right direction for ranch dip?” That was the question I asked a Whole Foods employee. His reply, “Not a problem, just follow me.” Six or so rows over and I had what I was looking for. A few minutes later same scenario different employee, different search, same result. Someone at Whole Foods had thought through the customer experience and reset the bar. Today just meeting expectations is a recipe for extinction. We must always create an experience that exceeds what the customer expects or it goes unnoticed.
- Customer Experience