A price shopper I'm not. I'm more about other aspects of customer experience like service and product performance. So when I find something I love, I stick with it.I had the same hair stylist for 12 years, for example. My curly hair has a mind of its own; as a curly hair specialist, my stylist, Kieran, kept my crazy mane under control. Over the years Kieran moved from John Frieda Salon to Oscar Biondi. Prices increased as the years marched on, but no matter; I felt I got value for the price paid. Eventually, what started as an expensive haircut had doubled (including tips) to roughly the price of a round-trip ticket from New York to Orlando.
I'm willing to pay a premium for something I value, but the latest price increase signaled that it was time for a change. As much as I love Kieran's haircuts, as well as the whole salon experience, I could no longer reconcile the cost-return.
Once it was time for my next haircut I fretted for literally months, worried about the quality of a cut from anyone else. I even dreamed about going somewhere new and being led into an dark basement with a solitary chair.
Finally, I pulled myself together and found another salon that specializes in curly hair, Ouidad. After reading the stylists bios online I made an appointment with Anila, and a week later left with a fabulous haircut.
My great experiences as a customer of Kieran's may have ended, and certainly I was saddened by it, but I was lucky to have found Anila and begin a new customer journey. My journey with 1to1 has also come to an end. Like the change from Kieran to Anila, the end of one great experience is the beginning of another.
It's been wonderful having you as my "customer" for the past seven years. I'm sure your experience as a customer of 1to1 will continue to be a good one as Mila D'Antonio takes the helm.
Most important, I wish you continued success in your own journeys--as a customer, and as an advocate for the customer in your organization.
As for me, you'll still find me musing about the customer experience at @customeralchemy.