Wednesday, January 11, 2012

Customer Experience

The leader of an iconic brand recently stated that while the customer experience at their 1000 locations was uniformly excellent, it was too diverse. There was not enough uniformity amongst all locations to give the customer an experience they could count on.

That's a provocative thought. Is it preferable to have the same experience at 1000 locations? Or is it more meaningful to have a unique one at those locations? Is it better to have 1000 stores with the same fixtures and layout or is it cool to have 1000 stores with varying combination of fixtures and layouts?

The upside of conformity is that processes can applied to them all and it can be easier to achieve at least a good level of performance. The downside is that you lose the ownership and personality of those in charge of the 1000 locations.

What do you think?

Barry LaBov
LaBov & Beyond

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