Gregory Yankelovich, Customer Experience Veteran and CEO of Customer Experience IQ, said that “Customers are no longer buying products and services – they are buying experiences delivered via the products and services.”
Customer Experiences play the important role for the business, since the tight competition in the markets nowadays. People are savvier then before since internet and broadband becoming the primary needs to people. Social media gives them the power to spread information about products and service – one opinion can be seen by thousands of people across Twitter, Facebook, LinkedIn and other websites. Furthermore, customers have the power of choice. Powerful shopping engines give them information about the best products based on price and customer reviews.
The customer experience is the way to win over new prospects customers,retaining the existing customers and build a business in sustainable growth in the future. Take a simple example: Apple produces the products beyond the customer expectation, by delivering joyful products and experiences. They know how to make people happy when use their products.
Apple make products that area beautifully designed and user friendly. Anyone can sell the computers & smartphones, but Apple focuses on the experience that comes with buying an Apple products. And right now Forbes acknowledge Apple as #1 World's Most Valuable Brands with $741.8 Billion Market Capitalization in May 2015 (http://www.forbes.com/companies/apple/)
1. Apple don't sell the Computers or Phones, they sell the experiences.