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My Cup Runneth Over from High Slurp-Factorâ„¢

Posted By John Quarto-vonTivadar On February 7, 2008 @ 11:22 am In Customer Experience,Product Development | 7 Comments

Blueberry Green TeaHave you tried Arizona Iced Tea [1]? They aren’t bad at all, and I’ve really taken a shine to the No-Carb Blueberry Green Tea they produce. For the longest time I could not put my finger on why the product always make me smile, until last night.

After so many months, it dawned on me: the containers for the green teas are overfilled. When you open the bottle, there’s more product in the container than it should be expected to hold — even to the point that if you opened it up while exerting pressure on the bottle (careful, Readers-who-Test!), you’d spill blue-ish tea on yourself. Sometimes I have to reach down and take a “slurp” off the top so it doesn’t spill — which no doubt causes the rest of the family to consider that “Q’s own personal bottle” of the stuff. An interesting way to establish territorality.

Back to point: I feel happy when I open this product because I feel I’ve gotten more than expected, and certainly more than any competitive product. Obviously that extra slurp’s-worth costs them some finite amount of money, but I’m wondering if the delight I feel at getting more is common enough across their customers that it’s driving more sales than the cost of the slurp. And if I feel good about a product, I buy it regularly, and therefore my slurps and the slurps of my fellow… Slurpers represent significant lifetime value to the company.

Does your company’s product or service delight customers more than they expect?


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URL to article: http://www.grokdotcom.com/2008/02/07/arizona-green-tea/

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[1] Arizona Iced Tea: http://www.drinkarizona.com/

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