So, I've heard this called the experience economy... I'm not so sure about that. I mean, what is the experience I supposed to be having here?
Take Starbucks, I love their coffee... I really love it. But, it's just a cup of coffee, there isn't anything special about the way the employees treat me, except a couple of them that know me by what I order, that's nice: "good morning - grande verona?".
I've had several meetings, about an hour long each, at both of the local "stores" and it isn't that comfortable. I don't expect it to be as comfortable as a nice conference room, but the chairs aren't that great and the tables are sort of packed together. I don't walk out telling people to schedule their meetings there, if you know what I mean. I understand that it isn't meant to be the most comfortable place in the world, but what the thought that keeps running through my mind is that if you are offering people a place to sit, make it comfortable.
Another one is my car dealership; they provide me a loaner car, that's really nice. They've even arranged pick-up and drop-off service of the loaner, which is very nice. But that's just good service, right? Several times I've had to sit in the dealership while my car is being worked on, and that is almost as bad going to the dentist. My dealership has a nice enough waiting room; they have a TV, some magazines, etc. But the place is so busy/noisy it makes it impossible to read or get any work done... perhaps I'm nitpicking on this one?
Can someone give me a really good example of a great experience? I know that this is really subjective, what may be a good experience for you might not be the same for someone else. But what are some really good companies delivering an exceptional experience?