Get Tuesday! - October 22, 2024
Good morning my, friends.
Who else thinks that McDonald's Diet Coke tastes better than anywhere else? There’s truly a cult following out there that fully believes this. The secret lies in a meticulous process involving water filtration, precise syrup-to-carbonation ratios, and even the straw size. This attention to detail transforms a simple beverage into an experience people rave about. More on that below.
So welcome to this week's Get Tuesday! We're diving into the art of exceeding expectations, from turning service failures into loyalty-building triumphs to understanding why treating customers as humans (not just transactions) matters more than ever.
Today, I explore how innovation keeps organizations thriving and why sometimes, like with McDonald's legendary Diet Coke, it's the little things that make the biggest impact.
Service recovery paradox
This cartoon and accompanying article from Shep focuses on the power of service recovery. I have likely talked about this before, but it felt appropriate to bring it up again.
Quote from article: Customers want a positive experience. They don’t want to complain, but when there is something to complain about, they want to know they can always count on you to make it right. And this may be most important. Mistakes handled well is not just fixing a problem. It’s about restoring the customer’s confidence that gets them to say, “I’ll be back!”
This notion of the service recovery paradox is simple. Companies with the best customer service understand the paradox: customers are often more loyal after a service failure (so long as the recovery has been swift and good) than customers who have not experienced a service failure at all.
It’s a fascinating phenomenon - but these swift recovery actions usually cost very little but create incredibly powerful word of mouth advertising and referral.
People want to be treated with humanity
No matter where you stand in this world, people want to be treated with humanity.
In this recent The Beryl Institute report, some key consumer insights include:
Clear communication and respectful treatment are essential for a positive experience.
Human connection outweighs processes and environments in importance.
Patient experience drives loyalty and healthcare choices. Positive experiences lead to long-term relationships, while negative ones prompt patients to seek alternatives. Ultimately, how patients are treated shapes the stories they tell and influences future decisions, and potentially, health outcomes.
This is a report that is dedicated to the healthcare space, but without a doubt, has a spot in all of customer experience.
Innovation = lifeblood
Innovation is the lifeblood of any thriving organization. Full stop.
I want to give a special mention to a company you might not think of right away when thinking of innovation: 3M (Minnesota Mining and Manufacturing Company) – which has a long history of fostering innovation. In 1948, they implemented the "15% rule," which allows employees to spend 15% of their work time on projects of their own choosing. This policy led to the creation of numerous breakthrough products, including:
Post-it Notes
Scotch Tape
Scotchgard fabric protector
The Post-it Note, in particular, exemplifies 3M's innovative culture. In 1968, scientist Spencer Silver accidentally created a weak adhesive while attempting to develop a strong one. Years later, his colleague Art Fry used this adhesive to create bookmarks that wouldn't fall out of his hymnal, leading to the invention of Post-it Notes.
This story is just one that showcases how 3M's commitment to innovation and allowing employees freedom to explore new ideas has been crucial to their long-term success and ability to create products that revolutionized everyday life.
Diet Coke x McDonalds
Inspired by this tweet from Trung Phan and this Reddit post
McDonald’s has the best-tasting Diet Coke in the world and here a few theories as to why.
Container differences:
McDonald's receives Diet Coke syrup in metal containers
Other places use plastic bags for syrup
Syrup vs. Completed Soda:
McDonald's gets only syrup, not full soda
Water added separately at restaurants
Freshness:
Metal containers and separate syrup help preserve freshness
Water quality:
McDonald's uses extensive water filtration systems
Temperature control:
McDonald's has invested in specialized cooling systems
Maintains consistent temperature for Diet Coke
Straw size:
McDonald's straws have larger inner diameter
Claimed to allow more taste to hit taste buds
Multiple factors contribute to the unique taste of McDonald's Diet Coke, including syrup storage, water quality, temperature control, and even straw design. I’m not a Diet Coke guy — as I prefer Dr. Pepper — but I’ll attest to this. I don’t think there’s a better Dr. Pepper out there than Mickey D’s.
