Experience is everything

The book everyone should read is “The experience economy”. Experience is everything. Is your business designed for customer and employee delight? That is why I picked up “The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share”.

Customers

Today’s consumers are not the consumers of yesterday. They are more resourceful, selective, technological, and accustomed to convenience. Each of the five generations — the Silent Generation, Baby Boomers, Generation X, Generation Y, and Generation Z — prefers different methods of communication, has different attitudes toward technology, and chooses different customer service channels as consumers.

How good is your CX?

They all search for the unforgettable story. For customer empathy. For authenticity. What does it feel like to be your customer? What does it feel like to be your employee? How do you achieve word of mouth on steroids?

The statistics

• 75% of people don’t accept advertisements as truth.
• 90% believe brand recommendations from friends.
• 66% of consumers could not remember the last time a brand exceeded their expectations
• Nearly half (49%) of consumers feel the brands they engage with don’t meet their…