Customer experience lessons from a fruit vendor
Recently I started buying fruits from a street vendor and I really liked the quality of fruits. Yesterday morning after dropping my daughter in school I went to the place where the vendor sells the fruits and he was not there.My usual behavior in this situation would have been to go to a near by super market and buy the fruits but not this time. On the way back home after office I went to the same shop and the vendor was available. I asked for some fruits I wanted and casually mentioned that I had visited that morning. Looking at the remaining stock he said, "please come back tomorrow morning as the leftovers are not so good". Ideally I might have ended up buying the fruits available at that point in time but the vendor insisted to come back the next day mentioning that I had come back to his shop because of the quality and he doesn't want to compromise on it. I was pleasantly surprised; what a subtle way of hooking up with the customer!
3 things matter in customer experience...
1) First impression - Changing my shopping behavior of buying fruits from supermarkets to the street vendor was primarily driven by the first impression. During my first experience with him, he explained me on how to check for the good quality fruits for my specific needs even if I happen to buy somewhere else.
2) Quality - I go to his shop because of the quality of fruits and the visible difference in it compared to other shops.
3) Connect with the customers - Vendor made the choice of requesting me to come back again rather than giving his existing stock which was not so fresh and this creates a lasting impression; he let go off the standing customer believing he'll be back and that imparts in me a trust that the vendor will give me nothing but the best.
Customer experience is not rocket science. It is about providing an experience that is specific to the needs of the customers with the best quality and providing it in a way that customers can rely on and this is how customers become loyal.
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