The Customer Experience Is King

My friend Peggy Borgman, a Spa consultant and owner of a successful spa in California, wrote about the following marvelous TEDx talk in her monthly newsletter and I am passing it on to you. It is perfect inspiration for anyone with a customer, an employee and a bottom line.

“There are some great nuggets in this inspiring TEDx talk about experience-creation. Susan Salgado’s talks about the power of a Broadway experience, but she might as well be describing the spa industry.   

I’ve always said that our spa’s secret weapon is…that we’re nicer than everyone else. Like saying “thank you,” or “I’m sorry,” being nice is free. Genuine niceness is terribly underrated. Genuine niceness is still not standard operating procedure in most businesses. And when you have really nice people who are really good, you’ve got something…compelling. Something customers are willing to pay more for. “

Sometimes it is about the Wow, but for the most part we get to WOW when we consistently deliver on the basics. Please, thank you, my pleasure….

Leave a Reply