The last 'best' experience anyone has anywhere can become the minimum expected experience they want everywhere.
READ THAT AGAIN !!
The last 'best' experience anyone has anywhere, can become the minimum expected experience they want everywhere.
Seems a bit unfair, don't you think ?
As a business owner, that's what you're up against when it comes to CX !! Previous experiences that have already taken place, even in an industry totally removed from yours.
I'll let you ponder that...
But there is good news because every business has the ability to shape their own customer's experience.
And I'll give you a little tip: if you do so in an emotional way, that's where there's long lasting benefits for your brand.
It's common for businesses to chase 'customer satisfaction' but when you review and measure it, 'satisfaction' is a very limited aspect of any customer experience.
On the other hand, wanting to shape an emotional experience with your customers can offer a broad range of feelings and a connection with people that's far beyond the simplistic "were you satisfied...Yes or No ?"
Plus, what if I told you that research suggests that emotionally connected customers are more than twice as valuable as highly satisfied customers.
Now that got your attention.
The key is to align customer experience with emotional connection.
