Last week, my wife and I went to see the band, James, in concert. The band played with an orchestra and choir, and I can’t even begin to tell you how magnificent they were. It was a joyous, even spiritual, two hours where, at times, the band, orchestra, choir and crowd became one.
My wife went from only knowing one James song before the gig, to being a #1 fan the next day. The experience of the show changed her whole outlook on James and their music.
As business leaders, it’s tempting to focus on operational efficiency, profit margins and cost issues. These are all important topics, but they are secondary. A leader’s primary focus must be the customer experience – and the ability of that experience to create new, repeat and loyal customers.
Our experience of James has already led us to buy more gig tickets for next year together with a couple of vinyl LPs, as well as telling anyone who’ll listen – and even those who won’t – how good the show was.
What do your customers say about the experience of buying and using your products and services? And how likely are they to tell others how great you are?
Off The Record: Sit Down by James
Those who feel the breath of sadness
Sit down next to me
Those who find they’re touched by madness
Sit down next to me
Those who find themselves ridiculous
Sit down next to me
In love, in fear, in hate, in tears
In love, in fear, in hate, in tears