It amazes me how many brands seem to totally forget about the customer experience, and how even those that do make an effort sometimes don't realise just how important it can be.
Waitrose recently opened a store near our workplace, I've shopped at a Waitrose store maybe twice in my whole life. Yet, within a couple of months I am now a pretty loyal customer.
Well, because they have the most cheerful and engaging staff of any shop I have ever been to. They talk to you, smile and actually feel like they want to work there as opposed to being stuck there while they look for something else to do. (Many Tesco staff!)
I realised today that every time I leave that store I do so smiling. That has a huge effect.
It's not even a subtle thing, I've even discussed it with one of them in the store because it so vastly difference from the normal shop experience.
Whatever you are doing or paying them Waitrose, keep doing it. It is bloody fantastic.
Since this store opened I have become a regular customer in that store, and have ordered Waitrose goods online for the first time. Happiness sells.