Am currently watching an 'old' DVD of the terrific Gel Conference 2007. The keynote speaker is Danny Meyer, founder of one of NY's best loved group of restaurants. His businesses have topped customer and service ratings for years. Listening to him speak, you hear a man aware and obsessed about the human detail of the hospitality experience - in tune with customer, and the customer experience.
He talks of a simple formula -
Quality (of product) + Service (of experience) = Performance (of customer experience, and therefore business).
Companies that deliver on what they say they will do - the expectations are met or exceeded.
He talks about the challenge this formula has faced in the wake of the web and its commoditising habits, and even then his restuarants shine through. And he talks about the word hospitality, and how it doesn't just apply to restaurants. But he also talks about demistifying the reason why people 'feel' so good at his restaurants.
We can learn from the restaurant and hotel trade, and create our own 'experience economy'
Friday, September 11, 2009
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1 comments:
Hi there Bank Channel Experience Engineer!
I think that the experience economy will be spreading to all industries. From industries that are more obvious, such as b2c retailers of products to the finance industry and all in between.
The challenge for the finance industry will be to find out what kind of experience the consumers want to receive from a bank or other financial institution.
I have so far mostly focused on social situations and their parallels to the service interaction in retail outlets but you might find my thoughts interesting (see www.theexperienceengineer.com_
Cheers!
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