Customer experience isn't flashy giveaways or spectacles. It's what customers remember and how they felt. Businesses waste money on obvious gestures when they should focus on the emotional core of every interaction.
I wanted to discuss this term, customer experience, because we all hear it, we all use it, but typically coming at it from the wrong angle, an angle of confusion. Right. They'll say, hey, we, you know, our CEO, the chairman of the board is telling me that we need to be focused on giving our customers a great customer experience. Now we need to go do it. And everybody working in the business goes, I don't even know what that means. Right? What am I supposed to do? Because we tend to equate, you know, a great customer experience with huge overt gestures, marching band and dancing elephants and all kinds of freebies and giveaways. But all customer experience is, is what a customer remembers, period. What that customer remembers, how they felt during this experience. Experience is totally drawn to what we remember, and we tend to not remember the obvious. And the obvious is What you do.
