Last week, I had to take a 20-minute car journey to a golf club using a well-known taxi app. Within the first minute of stepping into the vehicle, however, I knew it was going to be a nightmare.
Especially when I told the driver where I needed to go, to which he replied, with a nervous chuckle: “Where’s that, then?”
Sadly for him, it was my first time playing this particular course – so I didn’t know either.
To cut a long story short, he turned the short journey into a long one. Even with sat nav at his disposal, he kept on asking me the best route to take. Before taking all the wrong turns anyway.
Twenty minutes late to my scheduled 6pm tee time, however, we eventually arrived.
The only saving grace (apart from actually playing a great round, despite being in a foul mood and no time to warm-up) was that he didn’t have the audacity to ask me for a “five-star customer experience rating” once the journey was completed.
And then it hit me: to be able to provide the best customer experience, you need two things.
The first is experience.
The second is knowledge.
This particular cab driver had neither. He had no experience of driving in the Cardiff area which, in turn, meant he had no knowledge of the best roads to take.
It’s only when you have both that you can give your customer an enjoyable journey; simply because they know you’re going to get them to their destination in as quick, frugal and stress-free a manner as possible.
And an advertising agency is no different.
If an agency is lacking in experience, chances are they won’t have as much of the knowledge needed to truly get the most out of your campaign.
Thankfully, we have over 300 years’ collective industry experience between us as an agency. And, with 38 expert staff across seven departments, we’ve got the knowledge, too.
It’s why we’ve been voted #1 for client satisfaction, three years running. And why, if you’re looking for an agency to get you to your next destination, you’ll always be in the driving seat with S3 at the wheel.