FOUNDER & CEO
“It’s not about how many people know your name, but what they feel when they hear it.”Khadija Jordan
When I was 20 years old I went to a grocery store far from my home searching for my favorite water flavor-enhancer, Dasani Pineapple Coconut, because it was sold out in the store near me. It wasn’t there. I remember asking the store clerk when they would get more in, “I don’t know. Maybe next week.” he said, without even looking at me. I was disappointed. I went to the grocery store across the street, also a good distance away from my home and they were sold out as well. I asked one of the store clerks there the same questions, pretty much expecting to get the same answer, but instead she said, “We get water shipments on Tuesday. We don’t always know what brands we are going to get, but if you give me your number I can call you if I see any in the batch!”
I blinked twice in disbelief.
“Wow. Thank you so much. I would love that!” I replied, beyond shocked. I left, not expecting her to actually call me, but still feeling super special. I decided I would stop back by that store next week. But I didn’t have to! Sure enough she called me and left a voicemail saying “Hi Ms. Jordan, I just wanted to let you know that we got our water shipment in and there are about 12 bottles of the Pineapple Coconut Dasani water drops you were looking for. They seem to sell out quick so give me a call if you want me to hold some for you.” I of course raced over to the store, picked up the drops and thanked her profusely. I couldn’t believe she actually called me!
Because of the amazing customer experience I had all those years ago, that store has been my preferred grocer for 13 years. I come to them before anyone else, even newer, larger stores. Although I never had that particular experience again, the staff has always been friendly, kind and wiling to help, reinforcing my loyalty to them. That was my very first experience with the power of a remarkable customer experience and the relationship it can build between a business and its customer.
Now, years later, my company’s mission is to help other businesses strengthen their brand by creating an amazing customer experience from top to bottom to build the type of relationship needed for success. Everything we do from design, to community engagement, to brand strategy development is centered around that main mission.
Thanks for your checking us out and I can’t wait to work with you!