This is an unusual post from me as it relates specifically to a personal B2C experience, but one so good I had to share…and as you’ll see, when done well, delivering customer value is immune to B2B and B2C boundaries.
The story starts in December last year when, being the well organised guy that I am, I was shopping for a Christmas present for my wife on December 22nd (well at least it wasn’t Christmas Eve!). Knowing pretty much what I wanted I wasn’t expecting a problem, but I was in for a surprise; in fact a couple.
I was looking for a small, high-quality digital camera with zoom and a view-finder. My wife wanted something better than a phone camera but didn’t want to be dragging around her SLR digital when on holidays. I’d done the research and had a clear idea of what I wanted. However, while the internet provided me with good knowledge of what I should be buying, allowing only 2 days to complete the buy, wrap and place under the tree ruled out an online purchase (Note to self – shop earlier). So off the local retailer with my short-list of options and a good idea of what I’d have to pay.