How customer experience relates to satisfaction
Research has shown (Leaf Van Boven of the University of Colorado) that people derive more pleasure from buying experiences than buying products. What does that tell you for your business? If you have a service: – Focus on every aspect of the experience: from the moment your client seeks your service, to the purchase and every effort you make to maintain an optimal relationship with them. -You have a great opportunity to customize your service and giving your customer what they specifically want and need. If you have a product: – Focus on the customer service before, during and after the purchase, make the experience as easy and pain-free as possible with the right placement and easy processes. -Customization seems much more complicated for a product than for a service. So what can you do? Offer value! Your beliefs, brand personality and actions can offer value to your client. For example: support a charity with portions of your earnings, so your clients feel like they have an active role in helping. What actions have you taken to offer value to clients in the past? As a client, when have you felt that the intangible value of a brand had a positive impact for you?
