Jason S. Bradshaw argues that how easy your product is to use after purchase matters more than you think. He spent hours assembling a $15 kids' teepee and never bought from that brand again. Design for the customer's experience once they own it, not just when they buy it.
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Hi everyone, this is Jason Sbrecher and this is the live edition of Talking Points, a reminder that every fortnight I release my Talking Points newsletter and you can subscribe on my website, Jason sbradshaw.com or on LinkedIn. Of course, you can connect with me on all social channels. Asensbradshaw now, today's question to you is, are you making it easy for customers to use your products? See, as CX professionals, we spend so much time focused on the transaction, the experience leading up to and including the transaction. But that's only part of the customer's experience and potentially not even the most important part, because once they get home with the product or they drive off the lot, if you're a car dealership with the car, once they get your product, it's the experience that they have with it at that point that has a significant impact on their likelihood to recommend you to their friends and family and of course, their likelihood to come back to you and do business again. Now, my nephew is joining us today here in Sydney and I'm so excited to see Max when he turns up. And I went out and bought a kid's teepee for him to play in. And let's just say that I'm glad that it was only $15 because the instructions on how to set it up certainly weren't easy. And I have a great appreciation for what all the parents are going to be going through this Christmas as you're trying to get those kids toys set up. And it just proves my point. It doesn't matter whether it's a $15 product or whether it's a $50,000 product. If you're not making it easy for your customers to use your product after they've purchased it from you, they're unlikely to recommend it to their friends and family. So my challenge to every leader and CX professional listening today is think of the experience beyond the transaction. How can you make it easy for your customers to get absolute joy and value out of what they buy from you so that it is easy for them to recommend it to their friends and family? As always, I have a number of programs that can help you and your business have breakthrough success. I have opened up again my annual coaching program and you can apply to be part of the coaching program by visiting businessbreakthroughcoaching. Net. I look forward to receiving your application and I wish you a successful Friday and a great weekend. Thanks very much. Have a great day.
