Ideas from books, articles & podcasts.
They do get mixed up a lot. But there is a very important distinction.
The whole concept of an experience guarantee is based on the idea that your customer is trying to solve a problem, and that’s the insight you need to have to create a wonderful experience and experience guarantee.
The way you do this is by listening to your customers. And ...
To create an experience that allows you to win customers and retain them:
“When you promise to solve a particular problem, you’re also saying, in effect, ‘If your problem falls outside of this, we might not be the best choice for you'”
“When companies try to be all things to all people, they end up not being very good”
Once you identify that problem and you make a particular promise, then you can focus on your customer experience. Whether it’s your marketing, operations, delivery, customer support, you name it, your focus can be on keeping that promise.
That’s an important aspect because it give...
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