The Customer's Experience Matters

Posted by Corey Smith on May 9, 2012 9:22:00 AM

Downtown Disney

A few years ago 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. Usually when I travel for work, it’s all about work. Rarely do I find the time to enjoy my surroundings.

I started thinking a bit about what Disney knows how to do right… and that is to provide the customer experience. As I sat one evening eating dinner I realized that my reality was suspended for a short while.

Think about Las Vegas. Every so often, a casino will be blown up so that there can be room made for a new one. The casinos get bigger and better. Moreover, they are all designed to give the visitors an experience that is otherworldly. It’s a design that is meant to suspend reality.

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 doesn’t matter if you are a grocery store, an oil change shop or a toothbrush specialist. If you create an experience that your target audience will love, they will continue to come back and buy more from you.

If we try to make the experience appeal to everyone and not focus on a particular group, then we’ll find that we really don’t make anyone happy. We need to focus on those that we can make happy.

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.

Corey Smith

Written by Corey Smith

Corey Smith is the founder of Tribute Media and serves as the Digital Marketing Strategist. He is also the author of "Do It Right: A CEO's Guide to Web Strategy" and "Tweet It Right: A CEO's Guide to Twitter."

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