On August 20, 2009
Why Best Practice Isn’t Good Enough
What business doesn’t want to create the kind of distinctive customer experiences that are the envy of competitors? But what does ‘wow’ service look like? Not like anything you’ve seen among competitors, according to Lior Arussy of Strativity Group. To innovate in service, you need to ditch ‘best practice’ adoption in favour of what he calls “next practices” in this post. In the simplest terms, it comes down to answering customer ‘pain’ — Arussy’s example is a taxi cab that has installed massage chairs. It’s a free service that surprises customers — so they tip generously and book the cab again. Surprising your customer seems to figure large: Arussy lists some questions to ask about any experience innovation you’re considering,…
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