I am a self-confessed ‘watch geek’. Everybody who knows me knows how obsessed I am with watches. I love a quality time piece. I love mechanical movements and the craftsmanship that goes into the creation of exceptional watches…much to the despair of my wife and bank balance!
Recently, I have found myself wanting to buy a (another!) watch from a particular company: Page & Cooper (P&C). To be clear, I have no association to the company or people that work at P&C. This is 100% based on my passion for watches. So what does this have to do with Customer Experience (CX) I hear you ask?!
Well, I really want to buy from them, based on my engagement to-date with the company. I am just making my mind up which watch to go for. I have looked around online. I can probably get the one I like a little cheaper from a third-party, but I have made up my mind I will buy it from P&C directly. I’m not alone, either. According to a recent Walker study, by 2020 CX will overtake price and product as the key brand differentiator.
Watch game: strong
Watch It
This all got me thinking. Why am I part of this growing CX statistic? For me, there are a number of important factors:
First off, I find P&C’s approach Engaging. Their staff publish informative YouTube videos about the watches, have watch discussions and people can share their experiences about wearing watches. You feel like you are being treated as a valued customer, perhaps even when you are not yet a customer.
That takes me onto Empathy. P&C are watch enthusiasts. They talk about their collections, the different watch materials, where and how they wear their watches (only watch geeks will understand this important detail!). I feel like I am dealing with like-minded people.
The Big Time
Jonathan, P&C’s Managing Director, also encourages you to contact them with any questions, or simply for advice to ensure you get the right watch for you. “Come and see us and make a personal appointment so we can give you the attention you deserve”, he says. If only everyone treated you in such a personalised way.
Finally – perhaps most crucially, I now have trust in the P&C brand. As a result of their passion, I am confident I will get a great service. Thanks to their great videos, I am an informed buyer and willing customer. I am prepared to pay a fair price, not just the cheapest. So, good on you Jonathan and the P&C team! Keep up the great work.
Now the only question left to answer is: where does divorce come into all this?! Well, the answer to that is simple…if my wife finds out that I’ve bought myself another watch!
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2 Comments
Well said Phil
Our clients value the customer experience and this applies B2B not only B2C.
In today’s world governed by numbers and statistics the customer or client experience maybe the deciding factor in continuity of business.
Three very closely linked subjects dear to my heart, and one painful one(!)
Completely agree with the points made. Interesting to note the different approaches and how they scale for enterprise. CX is definitely a key differentiator and a journey-centric approach to transformation key!