I recently published an article entitled:
“The Difference Between Average And Exceptional”
on this website.
You can read the article at: http://sabas.net.au/articles/average-and-exceptional/
In short, the article suggests that:
- it’s the things that business owners do when their customer isn’t looking that creates true moments of delight for their customers / clients; and
- what differentiates the average from the exceptional is not performance – it’s preparation.
The article then continues with a case study that suggests that, if you want to be the best in the world, don’t start by trying to create the best product or service – start by working out how people want to feel and then help them feel that way!
If you have the chance, please let me know your thoughts about the article.