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Business Consulting For The 21st Century Via A Holistic & Intelligent Approach

Influencers, Guests and red carpets

Consumed => “Customer Experience: Do You Roll Out the Red Carpet?” by Leigh Duncan-Durst on MarketingProfs.

Left a comment…

Good stuff!!!

Some things I’d like to add:

1) For all the reasons mentioned above, I actually find the term customer to be dated. I prefer to use the concept of The Guest. (Yes, it should be capitalized.) That is, not everyone is a customer but everyone should be treated like a guest (for we know not who they might know).

2) That being said, The Guest isn’t always right either. To somewhat paraphrase Zappo’s Tony Hsieh, “The right Guest is always right.” The issue isn’t that wrong Guests are wrong. It’s how going down that path is handled. A full hotel doesn’t say, “Get out of here we’re full!” No, they remain polite and might even make a recommendation as to where you should go instead. That person you turn away might be an influencer, or they might be a future right Guest. Keep that in mind.

3) Yes, we should be mindful of the custom experience. However the key is, it is they who define that experience, not us. Yes, we can influence that experience but we are not in control of it. What we say and do to exert that influence is important. But what’s most important is what is said and done back to us. Listen and participate, it’s an experience for the brand as well.

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