Thursday, July 25, 2013

The "Delight Index"

Reading an article on "Yahoo Finance" today about Trader Joe’s, the hip specialty food retailer with a cult following.  It was chosen as North America’s favorite grocery-store chain based on customer satisfaction, according to a survey by Market Force, a customer intelligence firm. The study, conducted in May, asked 6,600 consumers to rate their satisfaction with their most recent grocery store experience and their likelihood to recommend that store to friends or family.
Consumers scored Trader Joe’s, known for its inexpensive staples and affordable luxuries, above the rest on what Market Force called the “Delight Index.”

Trader Joe’s is famous for its eclectic food options, low prices and non-brand-name products.  It operates nearly 400 stores, with each going for a scaled-down neighborhood feel with a bit of quirk:  They say: “We think grocery shopping should be fun, not another chore.” 

Oh, but I have it on my list of "Chores".  For years and years whomever does the grocery shopping has thought of it as a "chore".  But Trader Joe's wants to shift the paradigm and make it a Delight? An Experience?  Fun? 

I think Theatres should have a Delight Index. It could consist of making sure your staff who answers phones and works the box office is friendly, fun and helpful.  Your lobby can have WiFi and be more like a mini cafe with a juice bar and your interns singing during intermission.  Maybe a partnership with Starbucks as well or the local coffee shop.  Sure the shows will be great, but let your performers be accessible to the locals.  Plan restaurant outings with them and let the "fans" know when they will be going to eat. Ask them to join you there.  I don't know. I am making up stuff that would delight me.  But you can bet that I will be asking our "tribe" what they would like to have on the Delight Index.  

 So for the slower approach to making this happen lets all: Resist. Attach. Insist. Deny. Stop. Second guess. Whine. Argue. Defend. Protest. Cry. Struggle.  

If we want this to happen quickly we can:  Visualize. Pretend. Prepare. Dodge. Roll. Show up, even when nothing happens. And give thanks in advance. (Tuts, notes from the Universe) 

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