“Customer Experience is not just about

passion. It is about profitable results.”

~Lior Arussy

Timeless Tuesday: How Many Cookies Have You Made for Your Customer Today?

Posted: Dec 22, 2015 by Brianne Spinelli

Final Timeless Tuesday

Timeless Tuesday is an opportunity to highlight classic Strativity expertise. While the methods of delivering exceptional Customer Experiences are ever-evolving, the core ideals, messages, and concepts behind them will be relevant for years to come.

From Customer Experience Strategy, 2010

One Thursday, a shopper in a Pennsylvania Wal-Mart reached for her wallet and found it gone. She had lost it somewhere in the store, she knew, because she had taken something from it earlier in the store visit. The associates scoured the store for her and found the wallet. Though the wallet still contained the shopper’s credit cards, $300 in cash was missing. This, of course, upset her, but there was nothing to be done. The money was gone.

The next Monday, a Wal-Mart manager called her and said, “We found your money. Please come to the store.”

When she arrived, the manager gave her $300 in a huge stack of one-dollar bills.

“Where did you get this?” she asked.

“On Thursday, I told my associates about what happened to you,” the manager said. “Someone said we shouldn’t allow such a thing to happen in our store, and she suggested a solution. That night, all the associates went home and baked chocolate chip cookies. We sold them at the store all weekend, and we earned you your money back.”

So when you think you’re doing all you can for your customers, when you think you’re exceeding expectations ask yourself a very simple question: How many cookies have you made for your customer today?

We live in a new world. We are no longer measured by the number of breaths that we take, but rather by the number of breath-taking moments we make for our customers.