This is my first time reading a book on this topic – or anything related to customer experience at all. So I did not know what to expect. What wow’ed me the most was the first story in the Introduction part of the book itself – i.e. the story of ‘Joshie – the stuffed girraffe’
The story is about Joshie – a stuffed giraffe that gets left behind in a hotel room by a little kid who is later distraught about losing his favorite pal. The hotel Ritz Carlton not only reaches out to the family and ensures the safe return of the giraffe home, but also adds a bunch of ‘extended vacation’ pictures of Joshie enjoying his extended stay lounging around the hotel pool, taking a golf cart ride, having a massage, making friends with other stuffed animals and even helping the staff by manning a security room – much to the delight of the little boy and his worried parents!
This story has now set the bar for customer service in all industries the world over! You can read this story of customer delight in various posts on the internet like here or here or read the blog post below –
Reading this story makes you wonder – How do I get my people to go above and beyond like that? Why can’t our company be known for that kind of delightful service?
Well, this Introduction also sets a beautiful tone and level-sets us for what lies ahead in the book!
I sure hope we reach the answers to these questions by the end 🙂