The name of the blog is Experience it because my view is that regardless of what we may think we’re selling (coffee, cars, pens) what we’re actually selling is the experience of those items. People don’t buy coffee, they buy the experience of consuming coffee. People don’t buy a car, they buy the experience of driving a car (or, more precisely, going from point A to point B in the way that reflects to who they are, or who they aspire to be). Therefore, creating a positive customer experience through the use of our respective products is what we, all of us, sell. So it makes sense that the better we refine those experiences, the faster our goods will fly off the shelves.
So, throughout the course of this blog I’ll talk about organizations I encounter that do a great job of harmonizing the experience of their product with what their product actually is. Some top-shelf names that come to mind are Apple. The Ipod basically is the experience of acquiring and listening to music, after all. We’ll get way more granular than that, though.
And a quick note: While we’re talking about customer experience, we’re not talking about customer service. The latter impacts, and is a component of, the former to be sure. However, customer experience takes a much more holistic view of what the item delivers overall. An example here is Rogers Wireless, the Canadian cell phone company. Customer service here is typically a disaster, but product experience (regular connections, a relatively clear signal) is not horrible, so they score more or less okay in their delivery of customer experience, as long as you never need to call them.
And if you have any feedback or comments, I really want to hear from you! Do you have great customer experience stories? (Step into a Lush or Sephora if you’re looking for one, by the way). Got a customer experience disaster story? (there are plenty out there. Flown Air Canada recently?).
Talk to you soon!!