Quick. Take 30 seconds and list your main competitors.
(don’t worry, I’ll wait)
Sorry, but your list is wrong.
Unless of course, you listed Zappos, JetBlue, Southwest Airlines, Trader Joe’s, Wegman’s, Netflix, The Container Store and Apple.
Your customers are doing business with these companies, who are constantly raising the bar on engagement and customer delight.
Every time your customer’s online order arrives earlier than expected from Zappos…
Every time your customer chuckles at a Southwest flight attendant who weaves humor into the emergency exit script…
Every time your customer feels a human connection with a checker in line at Trader Joe’s…
Every time your customer is glad that there are so many helpful colored shirts at the Apple Store…
It’s happening right now. Your customers are experiencing this kind of interaction (notice I didn’t say transaction) today.
The bar has been raised.
What are you going to do?