3 Tips For An Encore Customer Experience

One of the many amazing reasons people love this race!

One of the many amazing reasons people love this race!

In a world of poor customer experiences, the rare occasion arises where I can’t help but write a follow up post about a recent experience.  Last month I wrote about my experience completing the Big Sur Marathon.  It was a fantastic experience, but since that post, three things have occurred that took my experience to a new level.

Post-race Survey

I know surveys are pretty much par for the course but not for races.  I actually received an email survey after the race asking for my feedback.  I have run many races and this is the first post-race survey.  It’s as if even races have customers and are concerned hearing their feedback.

Keep Your Promises

In my previous post, I talked about my exploding gear bag.  When I contacted the race coordinator asking if they could replace my lost race shirt, I received a timely reply indicating they would replace it.  Sure enough, my shirt arrived a few days later.  How often do we hold our breath when a company makes a promise half expecting them to NOT follow through?  Receiving that shirt as promised was simply a breath of fresh air.

Major In The Unexpected

As if the experience wasn’t good enough already, the Big Sur Marathon took it to a new level.  Last week I received a copy of the Monterey Herald from the day after the race.  The marathon was on the cover and I was able to find my name among the finishers in the sports page.  Mom, I made it in the newspaper!

The cool thing about this experience is that it is light years ahead of any other race I’ve finished. I am assuming that my experience is consistent with that of the other race participants.  That means that the Big Sur Marathon has made a WOW level of service their standard.  The race sells out in an hour, and prior to running it, I assumed it was because of the amazing scenery.  While the scenery sells itself, the customer experience is equally incredible!


Jeremy Watkin is the Director of Customer Experience at FCR, the premiere provider of outsourced call center and business process solutions. He has more than 17 years of experience as a customer service and experience professional. He is co-founder of the Customer Service Life blog and a regular contributor. Jeremy has been recognized many times for his thought leadership. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.

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