When people talk about the customer experience, the thinking gets lofty quickly. The word “delight” is dropped a lot, people cite things like the American Girl Store or Nordstrom — and soon over-the-top seems like what the norm should be. The experiences provided by the very best at creating experiences are great because they fit their product, their customers, and the objectives of both groups. But what if you’re just buying a screen door, or a car battery, or lumber? What you want from your experience is the easiest transaction possible.
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Give Customers a Buying Experience They Can't Resist
Posted by: Christopher J. Bucholtz January 31, 2014 02:13 PMWhen people talk about the customer experience, the thinking gets lofty quickly. The word “delight” is dropped a lot, people cite things like the American Girl Store or Nordstrom — and soon over-the-top seems like what the norm should be. The experiences provided by the very best at creating experiences are great because they fit their product, their customers, and the objectives of both groups. But what if you’re just buying a screen door, or a car battery, or lumber? What you want from your experience is the easiest transaction possible.