We encounter Cutomer Experiences all the time - many, many more times than we realise - they are mostly unmemorable, and yet they have a powerful cumulative impact. Our ‘life as a customer’ has a constant sensory and emotional impact on us, even on an unconscious level.
First impressions are part of the customer experience: they are the first contact the customer has with your business, and already, they are forming thoughts and having associated feelings based on those thoughts - whether they realise it or not.
As you transact with a provider of services, re you becoming more attracted to them, or are you feeling that this is feeling like a hard-to-do transaction that you have to put up with to get to the good part?
Great customer experiences are delivered by companies who are very clear about what they stand for - usually, a ‘big idea’ that resonates with customers.
What is a Customer Experience?
Put simply, a Customer Experience is the sum of everything we experience as customers of a given company, from the moment we see or hear the advertising, through how we shop and buy, to after-care and how we perceive and communicate about the company afterwards. Customer Experiences involve all the senses, and our feelings along the way.
We encounter them all the time - many, many more times than we realise - they are mostly unmemorable, and yet they have a powerful cumulative impact. Our ‘life as a customer’ has a constant sensory and emotional impact on us, even on an unconscious level.
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