• James posted an update in the group Group logo of Experiential Customer Environments Experiential Customer Environments 5 years, 4 months ago

    So I saw this article today and was thinking about how we talk about customer experience. Do we really have the chance to change someone’s experience or is it just meeting their expectations? I was getting around to the idea of us actually having that sort of influence, but this makes it seem like we are still far behind in that respect.

    • Good thing I check this group daily for updates 🙂 I read the article and I think it’s fantastic! We do change experiences and make people happy. That’s why it works, you know 😉 It’s us making customer experience better

    • I wanna point out that expectations are part of the experience too! Who’s ever gone anywhere without expectations? No one, that’s who! 🙂 And its our job to make sure that those expectations are beat every time. That’s how we get loyal customers! 😀

    • I don’t get why you think meeting expectations is suddenly some sort of experiential thing. If you don’t make customers happy then you don’t stay in business, that’s that. Expectations are what you are trying to meet in the first place. This isn’t anything new. Meeting someone’s expectations isn’t suddenly a new experience. It’s expected.

      • The experiential aspect is not simply meeting the customer’s expectations – it is the process in which it occurs as well as how the customer’s expectations are exceeded. I believe it is important to note that in any business the customer’s expectations are the main measurement of whether or not the job or product was successful. While, yes, any company can meet expectations, it is those that change expectations or alter the expected progress satisfactorily that provide an experience. A sandwich shop, for example, can provide a sandwich to you off of the menu and you would be satisfied because the product was delivered to you. A chain such as subway takes this a step further, allowing you to customize your order, making it so that even if you order the same exact sandwich the process is changed; you become more involved. An experiential opportunity would be for a restaurant to bring in a group of individuals and show them how to make a sandwich by matching the ingredients and flavors together. Again, this can result in the same exact sandwich but take an entirely different route. This is how expectations can be met in a variety of options, but one will clearly offer more to the customer than the others.

        • I understand it, but how do we apply it to the financial services industry? I’m not one to be going around making sandwiches with my clients. But I’m not about to show them the ins and outs of my business. We can’t just hold their hand and walk them through the process of managing their wealth, so how do we make it experiential?

          • The reason no one answered yet is because you can’t. You just can’t. Some things work out for some businesses, but for us there are limits. None of these guys get it and they’ll try to make it happen, but I don’t see that plan working anytime soon.

    • If you read the above comment I made in response to Aaron you will see that we still can create an experience while meeting expectations. From my work, I have seen that it is the delivery to the customer that creates the most lasting experience. While there are products that must be worked to create an experience, my work has shown that we sometimes need to frame things in such a way that we deliver something different and memorable to the customer, even if the end result is the same.