Don’t just Sell Products or Services, Make Sure Your Customers are Getting Great Experiences

by Mauricio Dulon - CX

To exceed your customers' expectations, it's critical to understand that you're not just selling products or services-you're selling the experience that those products or services provide. A memorable experience creates a lasting impression in the minds of your customers. While a product or service can often be copied, a truly unique experience becomes your defining differentiator.

Let's explore a few examples of companies that excel at selling experiences:

Disney - Selling Memories

When you visit a Disney theme park, you're not just experiencing rides, restaurants or amenities. Disney wants to leave you with unforgettable memories. Every detail is meticulously designed to imprint those moments on your heart and mind.

From the moment you step through the gates, the iconic castle stands before you, creating an irresistible photo opportunity. Music plays throughout the park, tailored to enhance the atmosphere of each attraction. Disney employees, known as cast members, focus on every detail, from keeping the park spotless to greeting you with a smile.

Disney's obsession with detail ensures that your visit becomes a memory to cherish. You will likely remember not only the year of your visit, but also the people you shared it with. Disney doesn't just sell rides; Disney sells memories.

Starbucks - Selling a place to work

As a consultant, I've traveled to countless cities around the world, and one thing remains constant: the presence of Starbucks. While Starbucks offers quality coffee, what sets it apart is the experience of a nurturing work environment.

Ambient music plays softly, perfect for conversations or video calls. The tables and workstations are equipped with ample power outlets, and the Wi-Fi is fast and reliable. Together, these features create a productive atmosphere.

Even in cities where other coffee shops may serve better coffee, I find myself coming back to Starbucks. And why is that? Because it offers the experience of a comfortable and efficient place to work. That's the experience Starbucks sells, and it's what keeps customers like me coming back.

Rolex - Selling Status

Rolex doesn't just sell watches; it sells status. While their watches tell time - and occasionally the date - they stand in stark contrast to today's smartwatches that can alert you to emails, messages, and health stats.

Rolex differentiates itself by offering something intangible: prestige. It's not about the technology, it's about the statement a Rolex makes about the person wearing it. By selling status, Rolex secures its place as a symbol of luxury and exclusivity.

So, ask yourself the following question: What experience is your brand selling? What brand promise do you make to your customers?