PART SIX: ENSURING POSITIVE EXPERIENCES
The customer experience is not limited to the simple use of the product or service, but the entire process of purchase. From discovery to engagement, conversion to consumption, and to experience and sharing that experience with their peers (Yes, sharing the experience is part of the experience. Paradox?).
So, as the seller, you must strive to capture the entire reality experienced by the customer when using your product or service.
What do people initially think when they see your product?
What factors are influencing their decisions?
What exactly got them to yes?
As they receive the order, what are they seeing/ feeling? Imagine the whole experience.
What do they tell their peers of their recent purchase? Are they referring?
Knowing the reality that your customer faces when they experience your product, makes you one with your customer. See what they see.