Everything that happens to customer when they are dealing with any of the touch points of your business its an experience.
Challenge is to make these experiences memorable and delightful without losing sight of the CORE value proposition.
Starbucks offer scintillating customer experience but not at the cost of taste of the coffee. However only coffee taste can not create delight and memorability of customer experience.
Therefore it is the responsibility as well as need of every enterprise to add more delight to the touch points. Customer is going to experience every bit of experience , now if you make it designers its becomes WOW!!! and adds to your competitive advantage or else it will remain one of the many such experiences enterprises offer.
- Soothing music in the dentist's room can help patient in forgetting her pain
- Serving beverages to visitor's guests in hospital can add huge richness in experience
- Child Specialist Pediatrician set up small kids zone in her dispensary will make
it memorable for child patient for life
- Gynecologist offers Parenting Seminar coupon to would be parents can do wonders in
- One of the CAs was offering car washing services for the clients visiting him
Every small and large businesses and professional firms can think of better and superior ways to add that EXTRA bit to make the interaction and experience truly memorable.
By default or by design CUSTOMERs are experiencing. Left to chance it can be miserable and when designed purposefully it can become delightful. Choice is yours.