As part of this lifecyle and timeline, the first few days of a customer relationship is recognized and treated as importantly as in a personal relationship. A little effort at the right time will go a long way in making the relationship smoother. 

I was given a powerful reminder of this yesterday while visiting ValueLabs as part of a client engagement in Hyderabad, India yesterday.

I was welcomed at the airport by a driver with a sign, and an admin assistant. I was given a local Indian cell phone with all the numbers I would need pre-programmed. If you travel a lot, you know that the cost of using your cell phone internationally can take a year off your retirement savings, and figuring out all the local codes vs. national codes is not a trivial matter. This was a most welcome touch.

When I arrived at the facility the next day, the cab driver (arranged by the company) had clearly been given instructions to call ahead to let them know I was on the way.  I was welcomed with flowers and a ‘VIP’ badge. Very nice touches, and it showed an attention to detail for the customer  experience that is unusal.

What are you doing to make your new customer experience a special one?