• Touch points, touch points everywhere

    Posted on January 31st, 2007 by and currently 1 commenting.

    I just returned from a hotlap to Atlanta. And the people we went to see there were downtown and had one of those elaborate security processes where you had to check in at the gate, park your car and then a shuttle comes and takes you to the front door a couple blocks away where you check in again.

    The meeting went great and the people there were very smart and cool, but I have to tell you that the highlight of the visit ” and of my day ” was the shuttle driver. What a piece of sunshine. She was vibrant and joyful -  coming and going – and had us laughing (and laughing hard) with her the whole time. The two times I got off the bus I was chuckling and smiling from the experience. She clearly loved life. And she made me love mine.

    I wonder if the people inside the building know what an incredible touch point that one woman is outside of their doors. I have a feeling they do. It just goes to show the power of ‘surprise and delight.’ And how people can turn a seemingly unremarkable touch point into something remarkable.

  • http://brainsonfire.com/blog VeeDub

    In her words “Everything’s OK because ITS HUMP DAY!”