A short story about a ride, a baboon, 2 brands and customer loyalty

The small things result in Customer Loyalty and lead to maximum profitability. Hi Everyone, We’ve all made it to Q2 of the year. Q1 was crazy and we can only hope that Q2 is even more so. I thought I’d start this Quarter and this morning off with an interesting story. So here we go… Last week our CEO Vivek was in India and 4 of us QuestionPro folks planned a motorcycle ride. 30kms into the ride Vijay (lead developer of QuestionPro Workforce) had an unfortunate fall. Turns out, a Baboon had jumped onto the highway and landed right in front of the bike. We returned to the scene of the accident and found a bruised Vijay, a damaged motorcycle and a dead baboon :( . So we decided to move Vijay and the damaged motorcycle to a nearby Shell fuel station. At the fuel station, we asked them for first aid and sipped on some refreshments till we figured out our next steps. We then had interactions with two brands. The motorcycle rental company that refused to lend any assistance and pick up their bike and Shell where the employees went out of their way to help with first aid and whatever else we needed. At this moment the rental company lost not 1 but 4 customers, whereas Shell gained not 1 but 4 promoters for their brand - all because 'Experience Matters'. Every customer has already played out their expected experience from a particular brand and when the brand delivers against that expectation it converts into customer loyalty. [Level of Customer Satisfaction_GRAPHIC (1)] If you look at the chart above, most firms' service improvement only moves the customer into the satisfied zone. A brand needs to create an amazing customer experience at all times to move the customer to a zone of delight which results in maximum profitability. Watch how our guest Sujit Paul explains this in detail in our Experience matters show, I personally guarantee you will enjoy every bit of this conversation. Check it out [here](113/c2fql04/VWpqnz1CpRT6W32QPkk3VrNFWW4YmM-14HBRtGN2QYvBw3q3phV1-WJV7CgPnHV89qXL6dvWvDW2G-cTq3_FwBYN1HHWYlcHM_SW6jc2Np1pJPFkW2mfJdg6fYR4xW5KfKC831B85-W16CVyB7ZV1W3W88TnBQ5zqSSqW2XdfR67fP1k4W9cNpG_81vqvLW7BYvpm4XQxmSW795Dmk2D11gPW7wlp6l2Kj4yyW1C2Bmq4KTv54W1gPlFg4mQK0FW29F2qM6YkdVPVK-CZt5c6xnWW8qZVZt8YP3CyW7Sgs4S3TLL68W6VcX1L4dQvlYW90DG_s6qx-BHW7SWTtl71BFzkW4rsmrY2bpGlPN1cXMS5mDpsDW4bCslc89Sc55VzWTst8VCZQKVyr_DV8654mJVpSj4b5KKHr_3hWc1) If you’re ready to set up your Customer Experience programs and want to just brainstorm with someone who thinks CX all day long, drop me an email and I’d love to chat. Before we go, check out our newest free tool, [Live Polls](113/c2fql04/VWpqnz1CpRT6W32QPkk3VrNFWW4YmM-14HBRtGN2QYvzX3q3nJV1-WJV7CgF3lW1mS_nR5Bx6BJVbxyCg1HKXt9W6FWFgM7b0fMVMm2pVgKyDwlW5Ds9qL7dNHdbW35SZjJ1796B_W8b84tH2GTSZ-Mqgg5RbtDjXW7YP2J09c1WSxW4BLNtp48HHQqVCXvYg2mDvrdW9577_J2yz2Q1W4DBTgl5D0g3xW86RWFJ2GXFS5W2DBG4L1QY8-KVXCYk_4GbnlpMNJ5hbpMgPdW6hMlSx8WQFCRW4HVhGC5V6s1zW23BbKz959GmDW66P11l6XbsQWW5GWF6K8qgTkjF2lJRj-tkCTV-P31Y869jkV36fH1). Set up polls, quizzes and trivia to keep your audience engaged during video calls. We like to run quizzes using Live polls on all our Town Hall meetings and we’ve seen substantially improved engagement. I’d love for you to test this out and let us know what you think! Until next time… Adi Bhat Managing Director, APAC QuestionPro QuestionPro, Level 4, 114 William street, Melbourne, VIC 3000, Australia, +61 2 8074 5080 [Unsubscribe]( [Manage preferences](