Flip the Funnel: How to Use Existing Customers to Gain New Ones

18

I Had a Great Experience—How about You?

There’s a lot of good in this world; hell, there’s a lot of great in this world. Although it’s easy to poke fun at, criticize, and berate the big dumb company, aloof brand, out-of-touch executive, or clueless customer-service agent, there’s actually an increasingly inspirational set of best-in-class examples of unbelievable customer service and experience.

I’ve highlighted many of them in this book: from Steinway to CustomInk, Obama to Zappos, Cleveland Clinic to Virgin America, USAA to Smokey Bones, Best Buy to Umpqua Bank, and Enterprise to Comcast.

And there are countless others waiting to be celebrated. Won’t you help me create a better sense of order and balance so we don’t have to stew over the Domino’s, Motrin, Delta, and Target cases at the expense of the really terrific examples of how business should—and, no doubt, will—be done from this moment forward?

Perhaps you created that experience for your own customers or encountered it yourself (you are, after all, a customer, too). Perhaps you read about it on a blog. Perhaps somebody told you about it at a cocktail party, online, or via a social network. Whichever way, leave your mark at www.ihadagreatexperience.com.

I don’t mind if it’s a personal moment between two individuals, an encounter at a mom-and-pop store, or an interaction with one of the world’s mightiest corporations. We’re all equal when customers dip into their wallets to reach for a hard-earned dollar. Who will ...