Customer experience
Global competition is fierce. Consumers are inundated with choices. Brand builders need to think far beyond the point of sale, and use their strategic imagination and business acumen to deliver one-of-a-kind engaging experiences that no other competitor can replicate. Think barrier to entry.
Compelling experiences attract new customers, extend customer loyalty, and, if they are truly differentiated, command a premium. Every customer interaction must be viewed as an opportunity. A memorable experience generates positive buzz and is fun to share; a bad experience becomes a lost opportunity that can sabotage the brand.
A customer heads to the Genius Bar at the Apple Store for education, the American Girl Place for afternoon tea, and Wegmans for dinner and some great live music before he does his marketing. The possibilities are endless.
Work is theater and every business is a stage. B. Joseph Pine II and James H. Gilmore The Experience Economy
It is the experience a brand creates and curates, through its products and services, that defines it in the minds of customers. Nathan Williams Senior Strategist Wolff Olins
The art of being a great retailer is to preserve the core while enhancing the experience. Howard Schultz Founder and CEO Starbucks
Families like the Morrisons love to go to Disney World to have fun and create a life memory. Sharing the experience through Facebook and Instagram becomes as important as having the experience.
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