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Moving from ‘Good to Great’ has over the last several years become the aspiration for many businesses, but a recent experience of mine proved that it's possible to go from Great to Fabulous. Whether one has been to Sydney, Australia or not, most people can identify two of its most famous landmarks – the Opera House with its billowing, concrete sails, and the Sydney Harbor Bridge. Whilst the Opera House has always been open to the public, it is only for the past ten years that the Bridge has become accessible from the bottom to the very top. The credit can go to the inventiveness, vision and tenacity of entrepreneur, Paul Cave. For details visit www.bridgeclimb.com. My climb took place this past April in the twilight hours. Accompanied by eleven other people, I ascended to the pinnacle of the Bridge and witnessed a most spectacular sunset over the Pacific Ocean, followed by a breathtaking view of the magnificent Sydney Harbor, and then observed the lights of the city of Sydney begin to twinkle as darkness fell and the city prepared to welcome both tourists and locals into its vibrant night life. As I look back I am struck by how a product – The Bridge Climb - that has such great natural appeal, becomes a fabulous Experience, when the human interaction is so positive. In summary, there were 8 ‘touch points’ during this 3 and a 1/2 hour event, where 8 different employees of the Bridge Climb assisted us. Each and every connection, without fail, was warm, informative, positive, and helpful. Despite the fact that over 1000 people a day makes the climb and, therefore, the nature of their jobs is in many ways repetitive, every employee greeted us with enthusiasm, was sensitive to our fears, laughed at comments that had undoubtedly been heard many times and, as a result, helped us to feel special. It confirmed for me that, no matter how seductive and well packaged a product might be, what keeps customers coming back, what makes them loyal and committed to our brand, is how well we deliver on our promises. Brands develop, cultures evolve and a business succeeds one impression at a time. When those impressions add up to a customer experience that exceeds even the highest expectations, a business is building The Bridge to sustained success and a prosperous future.Important Note: Permission is granted should you wish to forward this newsletter to a Business Associate or Friend. © Copyright David McNally 2008. All rights reserved.
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The Bridge
