Studying customer experience is fascinating, and one of my favorite parts of my work as a customer service strategist.

Zappos is one of my favorite examples of incredible customer service. They regularly upgrade orders to overnight shipping and they allow you to return shoes even after you've worn them.

Recently, I had a massage at a nice local spa. I was quite surprised to find a hand written card in my mailbox just two days later from the massage therapist. She thanked me for my business and let me know she looked forward to my next visit. I will only book with her from now on!

It's the little things, truly, that can make you stand out. The upgraded shipping and free returns (of worn shoes, even!) costs Zappos, sure. And the card from the spa took time and thought. But those things stand out in my mind and the minds of other customers.

If you'd like to dive deeper on this, I'd love to schedule a call. Thanks for the question!

My favourite example of this (and forgive my hazy memory) was from an American airline company.

A passenger on a two connecting flights was going to visit his mother who was terminally ill and had fallen very sick. He was flying over as he'd been told she had hours to live. The airline company (who's name I unfortunately can't remember) did everything they could to get the flights off the ground as quickly as possible, the captains spoke to each other and relayed the important message and ensured that this mans journey was a quick as possible.

The man himself made it to see his mother before she passed away. In his words, if the airline company hadn't have done this, he wouldn't have made it in time to see her.

That story warms my heart every time I hear it and I think is my favourite story of a company going above and beyond.