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The Experience is Free!

At a recent visit to a medical facility in Winchester, Virginia, I arrived early enough to visit the Starbucks near the pharmacy on the ground floor. The staff could not have been nicer or more accommodating. In the context of a coffee shop it was the best experience I've ever had. It was early morning and instead of the usual rushed interaction this was calm, welcoming and, there really is no other word except, nurturing. Additionally, on one of the signs over a display bin was the word "Free!" in bold letters. At first glance it looked to be pound bags of coffee free for the taking, but on closer inspection they were giving away used coffee grounds to anyone who wanted them to enrich their garden soil. If you're like me you've heard the term, "waste not, want not". What a clever way to enhance the customer experience. By giving away a thing of value that cost them nothing they championed sustainability and elevated their corporate social responsibility street cred in the bargain. Now, that's priceless. Remember this the next time you and your team are dreaming up ways to enhance the customer experience.



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