Apr 09 2007

It’s about the customer experience

Published by Corey Smith at 8:35 am under Communication, Marketing, Sales & Leadership

Last month I was at a conference in Orlando, Florida and happened to stay across the street from Downtown Disney. I spent each of my nights there walking around, riding the water taxi, eating dinner and just relaxing.

I started thinking a bit about what Disney knows how to do right… and that is to provide the customer experience.
Downtown Disney

It is interesting to me that it can be so hard to understand the simple concept of what is important to customers. I was just looking around for other pictures that typify a customer experience and I found this of a supermarket.
Just a store
Now, I can understand that people want different experiences, but which experience do you think fosters a sense of excitement? Which experience do you think causes people to tell their friends? Which experience is worth more to the consumer?

It is not just about selling a product or a service, it is about selling an experience. If you can capture the experience your customers want, you will be able to create an experience that not only will they come back for, but they will bring their friends for you.

You know…. it is really about your customers and not about you. So do you think that New Media can help you to create a customer experience that will help you develop an emotional connection with your customers?

Corey Smith is the Vice President of Innovation at Fisher’s Document Systems where he maintains a blog on business and technology.

13 Responses to “It’s about the customer experience”

  1. # Would you miss… - Master the Business - Boise, Idahoon 09 Apr 2007 at 11:51 am

    […] has a number of posts about the customer experience. We have talked a little in this blog about the customer experience and what it means to our […]

  2. # Of BBQ and Burgers - Master the Business - Boise, Idahoon 09 Apr 2007 at 3:19 pm

    […] best understanding of how the customer experience affects the pricing on a product is to take a look at restaurants. The restaurants that understand […]

  3. # Marketing is broken - Master the Business - Boise, Idahoon 10 Apr 2007 at 6:58 am

    […] isn’t it all about the customer experience? Nothing else really matters, does […]

  4. # Your document management policies degrade the customer experience. - Master the Business - Boise, Idahoon 10 Apr 2007 at 4:27 pm

    […] it really isn’t hard to put in a document management system that not only provides a better customer experience, but can be linked to your existing applications so that images can be found quickly and […]

  5. # Customer loyalty programs are meaningless - Master the Business - Boise, Idahoon 18 Apr 2007 at 1:37 pm

    […] don’t want free stuff. I want good service. I want a positive customer experience. I don’t want someone to bribe me into coming back because if I had a bad experience, I am […]

  6. # Mis-managing the customer experience - Master the Business - Boise, Idahoon 24 Apr 2007 at 2:48 pm

    […] are many ways to ruin the customer experience. Bad policies, in my opinion, are the best way to ruin the […]

  7. # Can’t versus Won’t - Master the Business - Boise, Idahoon 15 May 2007 at 9:14 am

    […] anything.Read Seth’s post about Can’t Vs. Won’t.Isn’t providing for the customer experience all about understanding the difference between can’t and […]

  8. # Is innovation an act or an attitude? - Master the Business - Boise, Idahoon 16 May 2007 at 2:46 pm

    […] think that this is the way that you ensure the customer experience is positive while increasing your […]

  9. # Are you really a valued customer? - Master the Business - Boise, Idahoon 17 May 2007 at 3:51 pm

    […] just use it and make your customers feel better…. after all, that is what creating a positive customer experience is all […]

  10. # Does Qwest finally get it? - Master the Business - Boise, Idahoon 21 May 2007 at 11:39 am

    […] I would be interested in your comments about how Qwest is managing the customer experience. […]

  11. # Do you really care about your customer? - Master the Business - Boise, Idahoon 08 Jun 2007 at 4:18 pm

    […] often do we forsake the customer experience because we are too cheap or lazy to show that we actually want our customers’ […]

  12. # Manage your customers’ experience - Master the Business - Boise, Idahoon 11 Jun 2007 at 11:10 am

    […] I was reading some past blogs and found a post that really seemed underscore the importance of managing the customer experience. […]

  13. # Corey Smith’s Business and Technology Blog » I Am Your Customer… Treat Me Right!on 05 Aug 2008 at 5:45 pm

    […] While I don’t believe in a "customer bill of rights" because I think that it is an easy thing to say and forget, I believe in good customer service policies that positively affect the customer experience. […]

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