We live in a people-focused economy, where experience and human connection trump price and feature.
Consumers today have more options than ever before! Not only do consumers have unlimited options, they’re also aware of the plethora of options in the marketplace. How is it possible that bad customer experiences still exist? The Internet and online shopping make it so consumers can get nearly anything they want and whenever they want. The value of great customer experiences continues to rise as it’s demand increases in parallel with technology. This is 2016, we’re in the age of the people economy where there are different rules. Companies win or loose depending on the feelings they generate with customers.
What makes a great Customer Experience anyway?
Consumers are willing to pay more for consistently great experiences. Look at uber for example. The people got sick and tired for poor customer experience associated with using taxi cabs. Dirty vehicles, rude drivers, cash only. Many business opportunities are being created every day from rising to the occasion to perform in building positive customer experiences.
Customer Experience is about more than simply product
Plenty of companies build computers, but Apple makes products that make every single facet of the customer experience enjoyable, from going to the Apple store to pick up a new product, to returning a product, to having a product repaired, to the online experience, or even the act of using the machine itself. They’ve really spent careful consideration on the consumer, and what their experience looks like. This is what makes Apple different from the crowd.
Starbucks built a great customer experience by making every part of the ordering experience enjoyable. It’s no longer a long wait when you order your latte via the Starbucks app. Or perhaps you want a free coffee with every 9 you buy? Make is consistent and accessible and the people will remember it.
When building your Customer Experience, make sure it’s authentic and rings true to the true brand advocates that represent your brand every chance they get. The Customer Experience needs to resonate with your core demographic.
People come back when the experience stays with them
If you think about it, brands themselves become an experience. The overall experience will define your brand. Each brand touchpoint with the consumer is an opportunity to perform for an optimal consumer experience. Every brand must have a feel all its own. What is your company doing to provide a memorable experience?
Great Customer Experiences need to be thought about and crafted delicately. Make sure that you’re communicating your brand in the way that you should, ensuring that you’re talking to the correct audience in the correct tone of voice. We specialize in crafting custom Consumer Experiences for world class brands. Call us today and we’d be happy to see what we could do for your brand.
If you’re interested in having BeCore produce an exceptional consumer experience for your brand, contact us today. We’d be happy to discuss your next project with you!