I’m sure you’ve heard of Veuve Clicquot, but have you heard of Verve Portraits?
If not, then check them out at verveportraits.com.au
They focus on celebrating life through art, creating a truly unique experience in photographing you, your family and the things that you love.
OMG
However I must admit, when I first came across them I thought “OMG, family portraits. I would never put a family portrait picture up in my home”.
Don’t get me wrong, there are lots of people that love the old family portrait, it’s just that it’s not really me.
Why have a posed picture of yourselves staring out from your walls? And they always look so lifeless.
Rethink
However, I would like to share what I discovered with the world of Verve, and explain why I changed my mind.
Being a marketer, I was impressed to see that they have truly differentiated their business model.
And I was also surprised when I found out that they have a strategy to focus on customer experience, rather than simply pay lip service to it as most businesses do.
Their mission statement, in their words, is beautiful in its simplicity:
“To create unforgettable experiences that will be celebrated for a lifetime.”
So let me explain what they do and why I believe they are one of Australia’s best of the best when it comes to customer centricity and creating memorable customer experiences.
It’s not about me, it’s all about you
They are a business that photographs people and objects in 6 studios across NSW, QLD, Victoria and WA.
Their service-based product truly takes portrait photography to a whole new level.
At Verve, the photographers capture people interacting with each other and their favourite things – which in our case was a soccer ball and surfboard.
So rather than a posed and forced smile, I’m sure you’ll agree the photography they capture is personal, stylish and inspirational.
Check out their gallery of babies, couples, families, pets, individuals, and more here: verveportraits.com.au/gallery/
Photographed by Verve
However it’s not just about the photo shoot. The whole experience from initial contact, through to preparation for the shoot, the post shoot session to review the results, and the purchase of artworks (that range from $350 through to $3,000+) that you can proudly hang in your house or give to family, is simply wonderful.
In a similar fashion, it feels like the world of Virgin where they don’t just sell flights, but worry about the whole customer experience from booking, getting to the airport, the experience waiting in the lounge, the flight, all the way through to the post flight where they realize customers need to easily navigate their way to a destination.
Verve has indeed scoured the world to analyse brands that deliver best of breed customer experience. And it shows in their approach.
They live and breathe trying to get to know customers on a human level. They talk to customers about what customers love and what output they are looking for. And never about their photographers or industry awards.
Verve has built a customer service contact strategy to make it feel very personal. I can honestly say that they really make you feel that you’re the only one they are serving over the weeks that you interact with them – even when you know you’re not.
It’s all about you. It’s not about them.
Amazing customer satisfaction levels
There are some simple lessons here for small and big business.
To say that you are customer centric you have to honestly live and breathe the customer, develop products with and for your customers, and develop processes, staff training and structures that deliver benefits to your customers.
You have to break down internal silo mentalities and get everyone behind your purpose for being in people’s lives.
You need to earn the right for people to part with their hard earned money and not treat customers like idiots.
And if you do, like Verve, you may just get customer satisfaction levels over 90%.
Leave A Comment