Loyal
customers
come
back.
Raving
Fans
bring
others
with
them.
What's
the
difference?
Perhaps
it's
the
combination
of
the
tangibles
of
the
product
or
service
you
deliver
(the
outcome
of
the
transaction)
and
the
customer
experience
you
deliver
in
the
process.
In
a
discussion
on
raving
fans
in
a
meeting
of
Chief
Executive
Boards
International,
member
Harry
Loyle
of
Portrait
Avenue
said,
"We're
mostly
about
the
experience
--
lots
of
places
can
take
great
photos.
And
it
turns
out
that
a
part
of
the
customer
experience
any
mom
wants
is
a
sparkling
clean
bathroom."
They
really
do
believe
in
that
experience
part
--
in
fact,
the
headline
on
their
"about"
web
page
is,"
Fun,
Interactive
Experience".
Imagine that -- tens of thousands of dollars worth of equipment, years of training and experience by the photographer, and it's about the bathrooms! This is a great example of a company that's focused on customer experience, figured out at least one important component, and then propagated that to every location.
If
you
missed
the
earlier
article
on
Creating
Raving
Fans,
you
might
want
to
have
a
look.
