Radiohead: under promise and over deliver

last night at blossom, radiohead further endeared themselves to their hardcore audience. most bands come back for one or two encores. after a vigorous performance, they came back for four encores. go the extra mile. under promise, over deliver, wow people and earn fans for life! thom yorke and his bandmates added an extra touch by consistently acknowledging and thanking the crowd for coming out to see them.

its not an accident. all of this is part of the plan and built into the system. just ask Zappos. these smart people are the technicians and artists of the exceptional customer service experience. yet, its not an “act”. sincerity can’t be faked for that long. Radiohead, Zappos, Patagonia, Skyline Chili, Coach Paul at University of Michigan and the guys at Midwest Lacrosse….they all care, go out of their way to show it and their efforts are exponentially rewarded.

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