A few years ago, I heard about a company called Farm Bound that was delivering fresh organic produce once a week on Fridays to a retailer here in Fort St. John, BC for same day pick up. I inquired and a few of my co-workers were using the service and were extremely pleased. The cost of living is much higher in Fort St. John and the access to fresh organic produce was limited. If you purchased cucumber on Sunday for Greek salad on Wednesday chances were the cucumber was spoiled before you could use it. It was disturbing to waste so much food so I learned to buy the day I was going to make Greek salad. Fresh only means “Fresh” to the store not the freshness of the produce that was on a truck for a couple of weeks. The initial offerings from Farm Bound were organic produce however the selection of organic offerings have improved greatly and it is extremely worth the purchase. How did they get this way you ask? Well, a lot of it has to do with listening to their customers about the products and service they wish to receive. The other aspect has to do with service development and the speed, cost, quality and brand impact.
The social event of the year in Fort St. John, British Columbia is the CKNL Trade Show and just about everyone in town shows up. There was a booth that was absolutely impossible to get to for the crowd. It was Sand & Stone Jewelry. What was it about this jewelry that caused such a frenzy? Word of mouth was spreading like wildfire and the rage was to own pieces of their jewelry. There are several contributing factors that are key to customer engagement and the first one is transparency, the second one is long term customer engagement and lastly is how authentic and humble the owner is.