This week Alex looks at what organisations should aim to do to make sure their customers have a positive experience. However, as all customer experiences are unique to the individual and rest on a number of personal, external factors, is it even possible for a company to deliver a positive experience for all? Join Alex as she shares an invaluable insight into this tantalising question. 

 

KEY TAKEAWAYS

• Despite the delivery of a service from an organisation, the customer experience is unique to the individual, this can be based on many factors including our taste, past experience, influences and expectations of what we will receive. 
• Consumers are creators of their own experience. Alex highlights this by giving the example of a potato as a product and how 20 different consumers could be looking for 20 different experiences from that potato.
• Alex discusses the idea that your consumers can become service providers themselves. She gives the example of social media and how the company provides a direct service to the user, who can then use that service to sell their own product, thus making them both a consumer and service provider. 
• Alex goes into detail about Maslow’s Hierarchy of Needs. What do we really need? How do our essential needs impact our non essential needs, or is it the other way around? Alex breaks it down for you. 

 

BEST MOMENTS

“We experience the world as the main actor in the play.”

“People want unique experiences, not services or products.”

“To create better value, give your customers the tools they need to get the experience they desire.”

 

 

EPISODE RESOURCES

Alex’s Website:  www.as-insights.com 

Alex’s Instagram: www.instagram.com/alexvci   

Alex’s Linkedin : www.linkedin.com/in/alexandrastacey 

Alex’s email: [email protected]  

 

 

 

ABOUT THE HOST

Alexandra Stacey is fascinated about value and our perceptions of value. She undertook an MSC in Strategic Marketing and Customer Experience Management with the University of Buckingham’s Business School and her dissertation included how value is experienced. Her own life experience includes being a parent, marketer, teacher, project and events manager and musician.  She is the founder of AS Insights. This is a business that helps organisations improve through uncovering their stakeholder’s experiences interpreting them through behavioural theories.

 

PODCAST DESCRIPTION

In today’s world businesses and organisations are able to deliver things much more quickly at the touch of a button than 15 years ago. And our competitors can too.

We are in danger of escalating  journeys down the wrong track and be too far gone to retrieve them. 

Wouldn’t it be so much better to do the right thing right first time instead of becoming very efficient at doing the wrong thing? 

Well this is what this podcast is about. It is about optimising value in your customer or employee or stakeholder experience in different manifestations. You get to understand how we think and behave in different scenarios and can apply them to your own purchasing, sales, recruitment, team-building, customer retention and audience perception management.

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