A simple tip on customer experience: deliver the “unnecessary and unexpected but sincerely appreciated” moments. Richard Waine Photography did this. Small-Biz brand-building done right.
My last professional photos happened 3 years ago and it was time for a re-do. I found a tremendous photographer…Richard Waine; actually, he found me by sending me a LinkedIn Request. His portfolio is stellar, like nothing I’ve seen before…and his process and meticulous attention to detail sealed the deal.
Three hours ago, I finished a 5 hour session. He nailed it, living up to his promise. I needed nothing more than his great work, but he went further. Simply further. A gift bag. Didn’t need to do it and I didn’t need it. But this finishing touch defined the difference between a good brand and a great brand. Richard Waine Photography is a great brand.
Deliver on your product and service promises, always…but go a step further to make it clear just how grateful you are for your customers.