How do you Create a Remarkable Customer Experience?

Eric Brown founder and Owner of Urbane Apartments recently guest posted on Customers Rock! in which he gives us some perspectives on key ingredients of a Remarkable Customer Experience. He starts off with a definition of the term “remarkable” from none other than the marketing guru Seth Godin:

• Remarkable doesn’t mean remarkable to you. It means remarkable to me. Am I going to make a remark about it?
• Being noticed is not the same as being remarkable. Running down the street naked will get you noticed, but it won’t accomplish much. It’s easy to pull off a stunt, but not useful.

Now here are some examples of how this small boutique apartment management company has created remarkable experiences for their residents.

1. The company does not send out paper leases. They give out all the lease information in a thumb drive in which residents can carry in their pockets and also use to store additional information. This wouldn’t work well with seniors, but because of their demographic it resonates well.
2. The company has embraced this motto, “Urbane Loves Pets”. Their method of thinking is that great residents will have great pets, and so they own the segment of pet lovers in their locale.
3. Urbane has created “Freedom Lease” which allows for greater living flexibility. The company has realized that many residents are consultants, and so the standard one year leasing contract does not work for them. This added flexibility creates a greater experience for the resident.