1% matters

Boy Genius over at Confessions of a Brand Evangelist is describing what I call the 1% phenomena. He discusses the fact that his vet (yes it is his vet, not the dogs) loves his job - and because he loves his job he shows unmitigated warmth and kindness when every dog or cat comes through the door.

Maybe his vet is putting in on? But ask yourself this…..

When did you last do a real review of the experience your customer receives when he walks through your door / calls your office / or visits your website. If you think your time is better spent on that £38K ad campaign or that 26K unit mail drop - perhaps you should reconsider. A customer may have just engaged with you and vowed never to return.