It’s the Experience that Counts

We know that in the 21st century marketing has transitioned from the 4Ps of Jerome McCarthy to the 4es of today’s social business model.

But how do you quantify “experience” when the very name suggests an inherent mutability driven by a hyper-personalized viewpoint? 

It takes something like Pokemon Go to drive the point home. Two weeks after launch its usage statistics show clearly why Nintendo doubled in value. 

Nintendo’s stock rise also shows the link between the customer experience of what a business and the value of the business itself. 

When products are commodities it’s experience that is the product that creates the Unique Selling Proposition of a business. Because experience cannot be “set and forgotten” in a spec sheet or colorfully packaged in a glossy cardboard box it requires real, sustained and sustainable effort by the company. 

That means real commitment to keeping your promises and real effort in maintaining the level of customer experience no matter what.  

The world is changing. Not overnight and not all at once, but it is changing nevertheless. In my talks to corporate groups, CEOs, VPs and industry leaders I gleam insights of how this change is happening. What evidence exists. Why some things happen and not others and how we can best take advantage of it all to do better. In Observations I catalogue it all. Brief, to the point and open to discussion.