Brutal Focus on Customer Experience (CX)

Apple is known for their sharp focus on  CX. 

Perhaps they are the leaders. 

They take care of even 'box opening' experience of the customer. 

Recently I read their sharp customer focus as defined as Brutal Focus on CX. The word BRUTAL which otherwise used in negative connotation was used to define extreme positive connotation. 

There is a new book in the market titled Stuffocation. Author James Wallman explains us that in the new economy where everything is produced in plenty & costumes have variety of choices, how do marketeer / sellers differentiate in this crowded market?

In this new economy people are now fed up with stuff they have in their cupboards and homes.  New age customers want experiences. These customers are defined as eXperientialist customers. They need experiences. Experiences to immersed with, experiences to recollect, experiences to feel differently.  Even manufacturers , mall , retailers & service providers can create experiences - which are pleasantly memorable & worth sharing. Customers do not need to go on holiday or theme parks to get experiences.

There are examples of accounting firms, dentists , computer service businesses that are creating superior customer eXperiences.

Here lies a challenge and an opportunity for every enterprises. In the Stuffocation world

it is the experience economy that rules. 

Brutal Focus on CX - Apple  (Manufacturing & retailing)

Extreme Customer Orientation - Gjensidige Insurance Company (Service Provider)

There is a Book on The company's CX way of doing business - Starbucks (Retailing)

Customer Experience Co-Creation - Fidelity Mutual Funds (Service Provider)

Entertainment Business at 25000 feet above the sea level - Virgin Airlines (Travel)
__________________ - Your Company? 

Filling this blank will give direction to your enterprise and working on it will give competitive edge. 

Indian customers are eagerly waiting for a brand that can be matched with best in the world in CX creation.