On Friday, November 3, the iPhone X became available in stores. As with most iPhone releases, people lined up to get one. Reporters covering the event talked to the first person to get one. He didn’t talk about the technology or the price. What he couldn’t stop talking about was how Apple made him feel. Everything he talked about was about the experience, not the product.
Creating an experience is key to customer loyalty. When your competition is only a mouse click away, that experience keeps a customer coming back. It’s about how the customer is treated, what they see, hear, smell and feel (if you’re running a restaurant it’s also about taste). An all encompassing experience is what gets people to come to your location or event. It’s about the impression you give before the sale and the customer service after the sale.
Think about the complete experience your customer has. It goes well beyond the sale and will bring them back for more.