Over the last decade, many companies have become interested in “customer experience.” Experiential marketing isn’t really new, but the idea that it’s one of the only ways to market is somewhat new.
Why has customer experience become so integral to our brands? If you look close enough, you’ll see it’s actually one of the only ways a brand can even make itself stand out in the crowd. It’s one of the only ways we can be different and be a brand.
What Is Customer Experience?
The customer experience is any interaction or touchpoint someone has with your brand. This includes the moment they first land on your website, when they first hear your name, and so on.
It also includes the moments they interact with you: when they’re buying from you, when they’re asking you questions.
There are two reasons customer experience has become so big in the last ten years or so:
1. The expanded number of touchpoints a customer has with a brand
2. The increasingly homogenous product offerings out there
Let’s look at the crowded market and homogenous product offerings. To have something unique is pretty rare these days. Unless you hold a patent, chances are there are similar products on the…
