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They do get mixed up a lot. But there is a very important distinction.
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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 while that seems simplistic, companies are not as good at listening as they’d like to believe.
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To create an experience that allows you to win customers and retain them:
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“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'”
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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 gives you that focus. Having an experience guarantee allows you to be a lot more focused and make smarter decisions.
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