Buzzmaker

Some time ago I joined a conference held by Magnus Lindkvist. He did a little experiment and put the audience to grade their customers’ satisfaction from 1 to 10. He then took the grades and picked up 2 companies. One had the highest grade for customer satisfaction and the other ha the lowest. All the other were just mediocre and boring. On the long run nobody will remember them.

Recently I stumbled upon an outstanding company. They sent an invitation to a conference abroad with one month in advance. They asked for a confirmation in 3 days and told us that we will get the details later. And I’ve gon no other message for the following 3 weeks. I have arranged to arrive to the conference according with their first announcement on Monday at 2 pm. Last Wednesday I have received an updated agenda. As you can imagine, the event was schedule to start on Monday but at 8 am. I have changed my flight and asked who can help with the change of the accommodation. This way other people became aware of the change in the agenda. Finally I found out thet the Wednesday agenda was not correct (at least was not intended for me) but there is a new agenda of the event and the starting hour is 10.45 am. Guess when I found this?4 pm on Friday.

For me this company won one of the two outstanding places regarding customer satisfaction. You guessed which one. I think that being outstanding is important but it matters also what you choose to be different at.

Have you had similar experiences? Did this make you change that company or you use that company’s services still?