Create Maximum Customer Experience Before You Kick It?

The Bucket List, starring Jack Nicholson and Morgan Freeman, came out on Christmas Day in larger cities. I hoped to go see it that week but I didn’t have the chance, so tonight for a little belated Happy Birthday to Me, I went. (What’s that? Oh, thanks.)

A lot of folks are writing their own Bucket Blogs lately, and having privately done variations of it a few times before, I am now NOT going to offer another Bucket List to the ether. That would be way too off-topic for the MCE Blog.

Instead a few quick takes on the Experience I had tonight:

My local mega-theatre has installed convenient automated machines for purchasing tickets if you are paying by debit or credit card. This, apparently, is very handy when the lines are enormous, as they were tonight. The only problem is, they are hard to spot, and when a managerial-type walked the line yelling to use them if we weren’t paying cash, there was no way to get out of the line to do so (ropes keeping us snaking toward the front) unless you were a limbo artist. So most of us heard the call, looked around, and gave up and continued to wait, now frustrated at the sight of a faster way that we couldn’t get near.

The Bucket List was packed. This was its opening day here in Delaware (who knew?). What the room was packed with surprised me, also… I had expected to be just about the youngest person in the room (and if you’re wondering, it was not a terribly young birthday I just celebrated), but the crowd around me was as multi-aged as any I have ever seen in a theatre. In front of me there were four just-about-twenty year olds on a double date. Next to me were a couple who were in their early thirties. The room went from late teens to late… well, let’s just say all the way to very late. There were a lot of couples, but also a large number of groups, mainly of women. This is probably not too surprising, but the range of ages really was a surprise to me.

The ads and promos went on forever. I do go to the movies a few times a year so I know this isn’t big news, but this was the worst ever. I felt like throwing tomatoes, but alas I had none, and it would have done nothing to alleviate my suffering anyway. I’m sure there’s no human deciding when to start the show based on number of tomatoes being tossed.

What can you take from this moviegoer’s Experience?

1. If you offer conveniences, make them convenient! Trapped in line for tickets, I felt like the snowman in Pixar’s Knick Knack.

2. Bridge generations with your product or service. I would have loved to interview a few of the younger people who came, because really I can’t tell you what brought them in, but I was a bit too teary to look professional.

3. DO. NOT. IRRITATE your customers! The thing about the ads is, a couple of ads lets stragglers get in without missing the first minutes. Fifteen minutes of them encourages everyone to become a straggler, because they know the start time is not the start time. Don’t do this to the people who give money to you.

Last: Go see The Bucket List. The film Experience was as good as I hoped it would be.

Grow and be well,

Kelly Erickson