Each time your customer interacts with your product or services, your customer perceives these three level of experience. (MEET NEEDS, EASY and ENJOYABLE).
Your target at every point should be to take your customer
from meet needs to enjoyable state.
At need needs stage, who have accomplished your goal to
provide a product or service for your customer. The products has also served
its purpose but that products you produced can also be produced by other
competitors. To be innovative and introduction of a product does not set you apart
from your competitors.
Easy: at this stage, customer’s judge your product on the usability.
Is it easy to access? Do I have to work hard to use or obtain this product or service?
How much effort they invested to achieve a desired outcome. The easy of doing
business can pose a competitive advantage when you get it right. Remember how
YOUTUBE took over because it made the upload of videos easy. Today youtube is
one of the visited site in the world.
Enjoyable: to achieve the best customer experience, you have
to measure how your customers enjoy using your product. Do customers feel good
about the product and service you provided? How did your customer’s enjoy the interaction?
Remember a bad services separates you from the big players
in the industry not capital.
When you take customer experience as a business discipline it
reduces cost and increase revenue.
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