It’s been said that to craft an excellent experience for your customers, you should think of a specific person and craft the experience with them in mind. The exercise helps identify the sort of things that solve pain points or create delight for real people. As a team, we often recount experiences we’ve had with brands that have been remarkable. The end of the year is a great time to reflect on those good experiences. And learn from them for the year ahead. Below, find a few reflections on experiences that provided value to our team this year.
I have always loved fashion, but the actual experience of clothes shopping? Not so much. For the past 15 years, I’ve been shopping almost exclusively online for all of my clothes. But I decided to brave the IRL shopping experience when I heard about one of Downtown’s Sioux Falls’ latest boutiques: Terra Shepherd. Like me, they have a commitment to sustainable fashion and conscious consumerism, so I thought it was worth a shot. I was the only person in the store, which normally fills me with dread because of hovering salespeople, but the staff was so warm and welcoming and made me feel like I was just trying on clothes with friends. They suggested things I would like and, much to my surprise, I actually did like them! That combined with the shared values make this an experience I will be returning to.
Before becoming a father of two young children, I had much more time to thoughtfully research gift ideas for family and friends. As those margins of time have vanished, I’ve appreciated the methodology that Wirecutter applies to their product reviews. And that they explain their process with each roundup of reviews. Christmas shopping this year would have been much more stressful and incomplete without referencing their Holiday Gift Guide. When I don’t have the time to do the level of research I typically would, it gives me greater confidence to give something as a gift knowing a little about the people who are reviewing the products and what makes them uniquely qualified to do so. And as it turns out, they are usually far more qualified to do the research than I!
Amazon Prime Online Shopping
Like many working adults, my time is at a premium. I value being able to shop online from home and not have to get into my car, find a parking place, go into a store, make a selection and then wait in line to check out. However, I think there is a price to pay for this convenience.
I have to confess I do love going onto Amazon Prime, pressing a few buttons, and having an item shipped to me for free (yes, I did pay for the membership so it’s not really free). However, I am cautious about the future of big data, protection of personal information, and changes we can anticipate as a direct result of limited competition. Is it too good to be true?
My husband and I decided this would be the year we invested into landscaping for our backyard. We received Earthscapes name as a recommendation from another friend that had used them, and after our awesome experience, I can see why. Shane, our landscape designer, was awesome from the start and put up with all of my questions along the way.
But the one point in the process that really stood out was when we were nearing completion of our project. We had an existing retaining wall, that wasn’t a part of the project scope (other than making small repairs to the existing wall), but it didn’t look amazing. One morning, he called and told me they had some left over materials from the rest of the project and he would like to put those towards replacing the existing wall. He felt it would enhance the look of the backyard, and while it might be a few more hours of labor, it would be something they would like to do for us within our current scope. Of course I said “Heck yeah!” and now we have an even more amazing backyard and I am willing to tell all my family, friends, and co-workers about this awesome company. Such a small gesture made a huge impact on the experience we had with Earthscapes and now I can’t stop bragging about them and their work!