What the Milkman Can Teach us about Customer Experience

“Funny how the new things are the old things.” — Rudyard Kipling

I have so many fond memories growing up in the St. Louis area… I remember when my Mom and my Grandma would wait anxiously by the back door for the local milkman to deliver fresh milk and butter for the family every day; the Avon lady coming to our house with the brochures showing the latest beauty products from the company and then coming back a couple of days later with the items my mom ordered; the Fuller brush man hocking their wares; and the adorable little girl scouts ringing the doorbell offering those oh so yummy Thin Mints and Do-Si-Does right at my front door.

Back in the day, home delivery came about as industrialization moved people into more urban areas and people were getting busier. That was the customer experience then — and, so very — consumer-focused!

Who knew?

In this digital age the focus remains the same. It continues to be about the customer — their needs and wants. The difference is now we have more tools to listen to the consumers and more data to help us create a marketing strategy.

As a marketing expert, I am always advocating for outstanding customer experience. In this electronic environment it has become the Number One priority and key brand differentiator…