But that's just one guy's opinion
Past News ReleasesRSS
Orlando, FL (PRWEB) April 24, 2007
Google's first quarter results showed a surge in both profits and revenues. One expert says that while their core strength of "great search results is obviously the primary driver, it also has to with their ability to construct an overall customer experience that is absolutely exceptional."
That's the opinion of Tom Connellan, a New York Times Bestselling Author and frequent keynote speaker on creating exceptional customer experiences for companies like FedEx, Neiman Marcus, and Marriott. Connellan is the author of the Wall Street Journal Bestseller "Inside the Magic Kingdom," which shows how the Disney brand creates exceptional customer experiences and how other companies can do the same.
"But that's just one guy's opinion," he says, "you be the judge of how well Google does."
Here's what Dr. Connellan says you need to do:
1. Go to http://www.maps.google.com
2. Click on the blue underlined "get directions" hyperlink at the top
3. Type "New York" in the first box (the "from" box)
4. Type "London" in the second box (the "to" box)
5. Click on the gray "get directions" just to the right of the second box
6. Scroll down to step #24
"It connects you with Google in a fun way, you can substitute your hometown for New York with similar results, and it's viral - you'll tell all your friends about it."
A basic premise Connellan has about brands and customers is that, "your customer's experience is your brand!"
And Google, he notes, understands that. Their branding strategy focuses on what happens when you interact with them. It even begins on their basic search page where they give you a choice between "Google Search" and "I'm feeling lucky".
How about the fact that Google Maps routes you through France on your way to England?
"It's brilliant!" says Connellan, "It's just quirky enough that people who notice it will comment on it to friends and business colleagues. "But," he's quick to add, "it doesn't detract from their core strength, which is superb search results. All in all, it's a great customer experience - exceptional execution on their primary value proposition delivered with a touch of humor."
Connellan is a former Program Director and Research Associate at the Michigan Business School, a New York Times Bestselling author, and frequent speaker at business conferences. For more on his background as a high ROI Keynote Speaker, see http://www.tomconnellan.com.