It’s about the customer experience

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.

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.

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?