THE POWER OF AN EXPERIENCE

Digital analyst Brian Solis said, “Customer experience is the sum of all engagements and interactions a customer has with your business, in every step of their journey and lifestyle. It’s what your customer feels, thinks, says (to you and others), and more so, what they do now and in the time to come that counts for everything.”

Experiences can create stickiness and drama, seduction, and desire. Transformational experiences are moments in time when a person is irrevocably changed, inside and out, for the be er. Creating this defining moment begins all the way back in Build and is carried through every phase that follows.

When all of that is in place, you then transform connection, trust, values, and exponential value into sustainability. Intentionally expressing your value and values across every facet of your business—goods, services, human resources, management meetings, customer service interactions, and of course, marketing— creates the atmosphere necessary for Transformation to take place.

Delivering a transformational experience can create much more impact than just top-line sales. Simply put, it can turn your customers into more customers. Put massive energy first and foremost into retaining existing clients, and you’ll gain more output from them in return. e strategy of growth is the strategy of conserving energy—so it’s not actually about new growth. e constant churn of acquiring more won’t accomplish that.