We are approaching a new era of Remarkable Customer Experience. Until now, companies have settled for satisfying customers; meeting their expectations; giving them what they asked for. But now, the companies that are going to win are the ones who leave customers saying, “Wow!” These are companies that seek to go above and beyond, offering the level of customer service that gets people talking. Interestingly enough, we’ve seen examples of this with successful companies like Starbucks, Zappos and Chick-fil-A. They each have created a dynamic and unique customer experience that leaves every customer with a little – and sometimes a lot – more than what’s expected.
[...more]
The Fortune 5,000,000 is what Jason Fried and David Heinemeier Hansson from 37signals describe as the countless small businesses and organizations that continue to go underserved by creative professionals. These small businesses (ie. local restaurants, clothing and boutique shops, bookstores, success startups, grocery stores, car dealers, film companies, etc.) make up the largest percentage of businesses in the US.
As stated in one of their posts…
“It’s time to care about the Fortune 5,000,000. Forget the enterprise market. Forget the mid-sized company market. Build for the smallest of small companies and you’ll find a thirsty, neglected market waiting for you.” -37signals
However, what we read about in newspapers, blogs and magazines, and hear about on the news and radio are the successes and failures of large and popular companies. These companies make the cover of the New York Times and CNN headline news. They boast hundreds and even thousands of employees with millions and billions of dollars in annual revenue. And for decades, the overarching focus for many creative professionals has been to market their creative services to these types of companies. Why? The bigger the company, the bigger the account.
But what continues to go underserved are the Fortune 5,000,000. [...more]
