Caring about people isn't enough on its own to create a transformational customer experience. Without caring, however, treasured moments of genuine human warmth and connection just don't happen. Imagine how you would feel if your car accidentally hit a pedestrian. Most people would be devastated. Volvo has just introduced an innovation—a pedestrian airbag—which allows you to widen your sphere of care beyond your concern for your family's safety to the safety of an unknown pedestrian who could impulsively dart in front of you.
Sensors indicate contact between car and pedestrian. The inflating airbag lifts the rear of the hood (creating a smoother vehicle contour), then covers the hard pillars and about 1/3 of the windshield (possibly cushioning a blow to the head). See how it works in this animation from Volvo below:
In the customer experience profession, we usually focus on taking great care of customers. Happy customers, says conventional wisdom, is good for business. Volvo's pedestrian airbag technology teaches us that, sometimes, taking care of others is as important as taking care of the customer! For many people, peace of mind is worth a few dollars.
Mike Wittenstein /
Mike Wittenstein, founder of Storyminers, is a practicing customer experience consultant and speaker with over two decades of experience. His work has taken him to more than 25 countries and he has helped over 400 companies with his expertise in using customer experience design as a strategy for increasing sales and profit. www