How does one define an exceptional customer experience? It is the exceptional, the unique, one of a kind. And usually one we are willing to pay for it.
Case in point, Michael Stadtlander. For those of you not familiar with one of the humblest and most famous chefs in Canada, you can check out this NY Times article. But let's just say, from the way he thinks about food, to the quality of the produce, the flavours and tastes to the execution of the experience his restaurant is on everyone's list I know of things to do before they die.
Sadly for me, I missed his wonderful Leek and Maple Syrup festival day last weekend due to illness. But Peter was lucky enough to go and my mom happily replaced me. Peter said it was one of the best examples of a brilliant customer experience that he had ever had. Not to mention the food. Top chefs. The attention to detail. And the creation of environment that was as exceptional as the food.
What does this have to do with marketing? As our world becomes more and more disposable and as products become easily replicated and distributed commodities, brands abilities to create exceptional customer experiences (wherever they may be) that cannot be replicated is going to be a major theme. Personally, if they are as yummy as Stadtlander, I can't wait!