Thinking Space

A lot of time businesses focus on working on the customer experience issues where the actual transaction is involved e.g. making your products/services easily available or working on a post-sale experience.

However Customer experience is any interaction of a user (not necessarily your customer) with your brand. Sometimes you may not have the right product or service that you can offer to your potential customer, how you handle those interactions; defines how much you care about this domain. Very few businesses have guts of advising their potential customers to go to competitors and that is what would add in your brand value for the long term.
We seldom hear the stories of a major banking organisation advising its high net worth customers or potential customers to go to a competitor offering for a particular product that they can’t serve well or online shoe retailer Zappos customer service agent helping a customer finding nearest pizza restaurant.

Customer delight shouldn’t be just a corporate agenda rather everyday actions to delight the customers by helping them on not just on what you offer but what’s good for the customer.

Businesses will have to increasingly deal with emotional issues of their customers rather than just talking plain numbers.

As design guru, Don Norman describes ‘Business has come to be ruled by logical, rational decision makers with no room for emotion. Pity!’