Beauty is a matter of taste, but things must be pleasant to see and hear. Nobody loves unattractive cars irrespective of the speed they can achieve. We often speak of the functional value created by the product. Is it a need for transport, for accommodation, for knowledge or something else? The question that any product must answer is: what is the basic functional human need the product is intended to meet? These aspects are independent of the economic dimensions of the product such as the cost, price or efficiency of production (which are equally important attributes). Product experience is what the consumer remembers about the product through the various stages of interaction with it (purchase, first use, current use, abandonment, etc.).įrom the experience point of view, the three dimensions within which a product must perform are: Welcome to the world of product experience – a subset of customer experience, highly appreciated by design specialists, and of immense importance to organizations that cannot afford (or do not want) to spend a lot on marketing or customer service. The Forrester’s US Customer Experience Index covers a significant proportion of industries such as airlines, hotels, insurance, etc.īut what happens if you’re not a service company, but rather an organization like AirBnB, Uber or WhatsApp? Who does the customer talk to when WhatsApp doesn’t work or when the Uber App is not responding? How does Uber deliver an excellent customer experience? There are scientific explanations, but above all, it’s about emotions.Īnd as we can see in Maslow’s triangle, emotional needs transcend physical needs.Ĭustomer experience has become so important in recent times that several firms of analysts regularly publish indices. And the reason why it is so challenging to create an exceptional customer experience is very simple.Įxperiences are all about human interactions. They are extremely tough to design, but when you get it right, you can make your customers love you for life. Quite simply because the best customer experiences are very similar to love. People can love a multitude of things.īut wait, why are we talking about love in an article dedicated to the customer experience? We love not only people we love cars, some love places, others love food or films. Many of us spend a large part of our lives looking for love, falling in love, trying our best to stay in love and to be close to the people we love. It is undoubtedly one of the best feelings there is, and yet it is difficult to explain rationally. Those of us who have ever fallen in love find it hard to explain how it happened and why.
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