Every morning I go to office I always stop in the same local coffee shop (Mimi’s Cafe) to get my Vanilla Latte
Yesterday for the first time in almost 5 years I was given the wrong coffee (and of course I realized it too late to change it).
Today, when they saw me they welcomed me, apologized about the mistake and they gave me a free Large Vanilla Latte … wow … I was not expecting that!!
I was pleased and same time surprised that such small business was able to deliver such high customer experience in such a simple and quick manner. They showed me I mattered to them!
As Richard R. Shapiro writes in his book “The Endangered Customer”, showing to your customer that he/she matters it is one of the steps of Guaranteed Repeat Business! (THANK YOU Richard R. Shapiro for the valuable insights!)
One thing is sure: Mimi’s Cafe can count on my repeat business!
#CRM #customerexperience #repeatcustomers #marketingstrategy #customervalue
(Image by benzoix on Freepik)
