Experience Matters.
Experience Matters
In more than one way, we come across lot of real-life examples in which customer chooses experience over product. I am sure you have done this too as a customer.
While one can watch live IPL at home via TV or OTA, but there is also a huge crowd filling the stadium completely (pre-covid days) and creating Mexican waves and enjoying the match. It’s the same product (cricket match) but different experience. Isn’t it?
Same can be said about Technology, Entertainment and Design (TEDx) events. Very long queues outside the hall, just to listen the speakers live in-person, instead of watching it on internet or via some other source. It’s a different experience of live event and sitting along with thousands of other likeminded audiences. Product is same but people choose to stand in long queues for hours, just to get into the hall. For what? Experience. Isn’t it?
Watching movies in Multiplexes (where one gets robbed during interval in the name of popcorns) instead of watching the same movie at the comfort of your home couple of weeks down the line. Do you remember pre-covid rush during weekends in PVR or Inox? ?
Buying veggies from BigBazaar or Reliance instead of corner shop/vendor.
There can many more real-life examples across our daily life. ?
Gist - Absolutely Same Product. But we, as customers, choose Experience over the product.
Without a doubt. Experience Matters.
Happy #CXday2021
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Well said gaurav. I will say Customer experience matters alot for any company. Good customer experience will retain that customer for long life whether product is not very good. But if product is good but customer experience is bad that customer will never come again.
SaaS Implementation Manager @ Straviso
3 年Very well said Gaurav Jain. Experience is what differentiates a great product from good ones. Businesses are understanding the importance of listening to their customers, understanding them and delivering great experience. Happy #CXday2021
Helping organizations accelerate revenue and profitability growth through Innovation, Operational Excellence, Cost Transformation and Customer Experience Transformation
3 年Great points Gaurav! Differentiation in #CustomerExperience and #OrganizationalCulture are very difficult to match/beat. Product features and functionalities unless protected by patent, get quickly copied for parity.