Customers buy an experience that starts when they enter your store, place their first call or visit your website. They might enjoy browsing your shelves or appreciate the advice the advice of your sales team on what they might like. If they are buying a present, they will be delighted if you offer to wrap it for them. If they buy a computer, they might value your after sales service helping them to get it working. Some customers will buy books online for the experience of reading reviews from other readers; others will prefer the experience of turning the pages in a bookstore. Everything you do for or to customers is part of the experience they buy, and part of how you differentiate your business.
Thursday, March 12, 2009
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