Prakash Sadagopan, Director of Product Strategy at Converges recently spoke at the OSS/BSS Asia Pacific Summit. His report was ground breaking. Through research he found that the customer’s experience was as important as the product being sold, and more important than brand or price.

Something happened the other night that I think is “kind of cool.” My wife and I went to a great restaurant – Corky’s. It just opened. Prices were extremely reasonable and the food was better than good. The owner talked to us quite a bit. Yes, we had a good experience at Corky’s and we plan to go back soon, but there’s more.

If I told you were are one of the best at what you do, would you believe me?

Some of you might. Others would blow me off thinking, “There are a lot of people better than me at what I do.” And you’re probably right. But that doesn’t mean you’re not one of the best.

Here is your Daily Dose of Amazing Service:

Be the best at what you do

And here are some additional thoughts on this topic…

Last week a reader shared with me a perfect example of a business that does what they do very well. And they focus only on that. They don’t try to be all things to all customers. The result is, if you want what they offer, you’ll be a loyal customer. If not, you’ll probably never step foot in their business.

Here is your Daily Dose of Amazing Service:

Be consistent

And here are some additional thoughts on this topic…

I’m a fan of the various sub and sandwich shops that have sprung up in the past few years.  They enable me to eat healthy and conveniently. And though the are all different, they all are good enough to patronize. But the shops that get my loyalty stand out in a big way.

They are consistent.

Quality is never an accident. It is always the result of an intelligent effort.

-John Ruskin

Champions keep playing until they get it right.

Here is your Daily Dose of Amazing Service:

Improve Your Customer Service Every Day

And here are some additional thoughts on this topic…

In the world of customer service, you need to get better or you’ll fall behind. The Disney organization is well known as a model of quality customer service. And yet they constantly train and focus on how to improve the service they offer their customers. One reason they do this is because they understand the quality of customer service is relative to what customers expect. As you deliver better service, your customers get accustomed to it. They expect it. So you need to improve or they’ll feel your service level has declined.

Jay Leno and I both enjoy Subway. While I can’t speak for Jay, I can tell you why I like it. They offer relatively healthy food fast and at a fair price.  And, usually you get the same experience no matter where you are.The Subway in Montgomeryville, PA offers the same basic experience as the one in LaJolla, CA.

There is value in this.  It brings familiarity and comfort to people. It’s nice to know what to expect and then get it, whether you’re at home or 1,000 miles away. And if you get a little more than you want and expect, the odds are you’ll go back and you’ll tell others about it. The consistency will build loyalty. That loyalty can reinforce the quality and consistency. It becomes a virtuous circle.

But what happens when