Comments on: Marketing Experiences, not Products

By: 3DTV Informer

3DTV Informer — Sat, 10 Apr 2010 04:57:32 +0000

Hello, superb article.

By: Results Revolution - Getting Real Marketing Results for Small Business

Results Revolution - Getting Real Marketing Results for Small Business — Fri, 13 Apr 2007 18:30:52 +0000

Customer Experience

This week, my friend Stephanie Weaver, an experience expert in her own right, has been uncovering the true meaning of customer experience from experience bloggers around the web. She asked me earlier in the week to participate, so here you

By: Becky Carroll

Becky Carroll — Mon, 12 Feb 2007 18:17:32 +0000

Hi Dale,

Thank you very much for your comments and for sharing your expertise with us. Yes, the customer experience is more than just marketing. It truly moves across all places a customer is touching an organization. Small details are hard to track, but they do need to be “managed” in order to optimize the experience for our customers. We can’t really force our customers to feel one way or another about it or to even buy from us again, but we can control how we interact with our customers.

Thank you for adding my name to your blog as someone who “gets it”! I appreciate the affirmation very much.

Becky

By: Dale Wolf

Dale Wolf — Mon, 12 Feb 2007 02:58:13 +0000

For 20 years I made a really good living teaching clients how to do contextually relevant marketing. It has only been in the last five years or so that I finally realized it took more than context. The whole experience had to be good. Since then I have become an advocate of customer experience delivery. More so, because there is so much evidence that it is working in the new world where customers are in power. I write about it now exclusively at http://www.perfectCEM.com and will be adding your name to my blog as another person who really gets this the shift in customer satisfaction. Best of luck and keep plugging on the customer experience thing. Oh, yes,one more thing about the thing. I hate the phrase “customer experience management” as if I as a customer want to be managed. I will tell my suppliers when I want to be managed. Until then, I propose that we talk more about “customer experience delivery” than “customer experience management.”

By: Marketing (r)evolution Carnival #2 - February 12, 2007 at Strategic Design | marketing & branding thoughts by Nick Rice

Mon, 12 Feb 2007 00:22:48 +0000

[...] Carroll presents Marketing Experiences, not Products posted at Customers Rock!, saying, “Thanks for the opportunity! This post is the first part [...]

By: Marketing Experiences, not Products « Think Cow

Marketing Experiences, not Products « Think Cow — Tue, 30 Jan 2007 00:39:19 +0000

[...] Experiences, not Products 30Jan07 Marketing Experiences, not Products: “Customers don’t just purchase products or services. They experience them. I wrote [...]

By: Becky Carroll

Becky Carroll — Thu, 25 Jan 2007 01:59:40 +0000

Takes one to know one, Mack! Thanks for the compliment.

Customer expectations are critical to managing the customer experience, as your Acura example shows. When expectations are met, all is well. When expectations are exceeded, we start to build loyalty and citizen marketers!

By: Mack Collier

Mack Collier — Wed, 24 Jan 2007 20:02:03 +0000

Becky you are such a freakin’ genius, I was nodding my head up and down as I read the first paragraph, and then I saw that you linked to my post. LOL! And you’re exactly right, the post-purchase experience is where the company has a HUGE chance to earn customer loyalty.

Like you, I recently had to have a visit to the repair shop, but mine was for ‘routine’ maintenance to my Acura. My ‘local’ Acura dealer is actually over an hour away, and the mechanic told me over the phone that the repair would take about 5 hours. So I gritted my teeth and dropped the car off at the dealer, and went to the waiting room, with several books in hand. The waiting room had free juice, free papers, and a very comfy chair to sit in. Then after about 2 and a half hours, the mechanic surprised me by announcing that my car was done! Those very little things made me much prouder to be an Acura owner, and the next time someone mentions wanting a new car, I will be quick to tell them of my experiences!