These Companies Won by Putting Customer Experience First
With all the customer options available today, businesses win and lose based on the feeling they give customers, not features or prices, according to the Inc.com article “Why Customer Experience Is King.” The article describes some prime examples of companies that have become monsters in their industry largely because of their focus on the overall experience. Consider these factors, and try to imagine how you can incorporate elements of the successful companies in your business:
People will pay more for a consistently awesome experience. Nobody loves the experience of taking a cab, but people do love Uber – a transportation start-up that connects riders to drivers through its app. Customers are willing to pay a premium for a ride from Uber because it’s easy to order, payment is simple and convenient, and you know that your driver will be professional and your car will be clean.
Experience is about more than just product. Not many people will likely argue that Starbucks has the best coffee in the world, but it does quite possibly offer the best experience. From chairs, to music, to wi-fi, to the cheery and helpful baristas – it all melds together for a great experience that is replicated consistently at each and every location.
People come back when the experience stays with them. Before Apple came along, it would have been hard to imagine a tech hardware company that offered a true experience. You get the Apple experience in their stores, as you open the box of a new product, and of course as the product becomes a huge part of your lifestyle. If you can provide an experience that sticks in the customer’s mind, you can bet they’ll be back for more.
