As I spend a lot of my time thinking about how client companies can improve their products and the service they deliver, it’s perhaps not surprising that I’m less tolerant than most when I experience poor service. I’ll cover some of these experiences in future posts. For now let’s look at the positives. Nirvana for most brands is to become so ubiquitous that when a consumer is faced with a need, their company, product or service makes it onto the shortlist by default – in fact, preferably onto a shortlist of one!
I can think of only three times that’s happened to me recently. Two of them will come as little surprise to most, the third, you may not know as well. (Oh and for the record, none of these three are currently clients of ours).
1. Apple
I’m not a fanboy. I work on PC’s through habit, and because I can’t get used to Apple’s one button mouse thingy, but come mobile phone renewal time, it’s an iPhone every time. I queued for two hours on day one, and I’ve taken every model on the day it came out ever since. They freeze occasionally and the original aerial glitch was annoying, but for sheer design innovation, range of features, apps and service in Apple stores, I’ll choose it over alternatives every time.
2. O2
Mobile related again I’m afraid. The family have three mobiles, they’re all on O2, I can control all the payments centrally through the online system, changing phones and upgrading is a doddle and the staff in my local store actually seem to care and know their products. Seriously considering moving my broadband and home phone there too.
3. Rohan
I think I have a technical clothing fetish, and if you walk, run, cycle or want to travel light, Rohan are the first on my list. In fact, I save money to go to their shop in Dunster every year so I can buy the latest in insect repelling, wicking, lightweight tech. So again it’s excellent product coupled with friendly and knowledgeable staff who really seem to care.
That’s my top 3. What are yours?
UPDATE: Straight after posting this I read this article from Fast Company which I think dovetails very nicely: Great brands fuse great products with great service