A great code green prompted by last week’s NYT article
Apple Computer and Zingerman’s: It’s All About the Customer
“…Zingerman’s has grown in a deliberate but purposeful way, expanding in areas where it can control the customer experience. It doesn’t franchise. It doesn’t lend its name to stuff that is not home-grown. It treats its brand like a rare and valuable jewel, pulling it out and sharing it only when its safe and only at appropriate times. It now has a thriving mail-order business. It can control how items are packaged, the presentation, and the consistency of quality of the items delivered. It also opened a restaurant in Ann Arbor, again a venue where they can control the customer experience front-to-back. I am a stickler for customer service. I am willing to pay a premium for excellent service, and get very, very irritated if I am asked to pay a premium price but the service doesn’t hold up its end. When I walk into Zingerman’s I always have a smile on my face because I know that I will get first-class, friendly, intelligent and informed service, every time. Zero variation…”
More here: “Information Arbitrage: Apple Computer and Zingerman’s: It’s All About the Customer”
NYTimes article: “A Corner Deli With International Appeal”