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June 3, 2007
Delivering An Experience
In the June 11, 2007 issue of BusinessWeek, there is a a great quote from Allen Adamson of Landor Associates: "It is far more complicated to deliver an experience than it is to deliver entertainment on a screen. You have to rely on employees to do so, and just ask any fast-food chain how complicated that is."
The article was about Nickolodean's foray in to branded hotels. But, the words are valuable to virtually any business where customer service matters. Frankly, whether you are in a consumer-oriented or B2B company, that means you. As I have written before, buyer loyalty is harder than ever to maintain, and more any more companies....all the way to those selling through retail chains...need to think about what their "consumer experience" really is.
Posted by jcioban at June 3, 2007 7:20 PM
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