What could happen if you paid attention to details – like your customer’s birthday – and you created an unforgettable experience that sets you apart from the competition?
The question I get the most often when I walk off a physical stage, it’s always somebody from a B2B company. They’d come up to me and they’d say, “Oh great presentation. I was really inspired. Does what you talk about apply to B2B companies?” And I kind of perfected this. With a very straight face I would say, “Well, that depends. Are you marketing to human beings?” And then they’d be like, “Well, yeah.” Then customer experience applies to you because the people that are buying your product are people. They’re consumers and you’re not selling to a building or to an entity.
Think about the typical experience of going to a movie theater. You’re told to be quiet and not talk. You’re told to turn off your phone. Basically you’re just supposed to sit there and silently watch the movie. Now think about this singalong experience. This time, you can stand up and belt out song lyrics with the movie characters, with everyone else in the theater doing the same thing. What an Immersive experience!
Shonnah Hughes is a diversity and inclusion strategist in the CX space, focused on improving organization and community learning, relationships and reputation.
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