Experience is king!!


After moving from B2B to B2C space, I’ve realized that ‘Customer Experience ‘ (aka Experience) is of tantamount significance in the consumer market. In the B2B market, solving customers’ problems was the key — experience was definitely not in the driver’s seat, at least in my experience.

cust_experience2Let’s take a look at what contributes to customer experience. With what I’ve learned so far, everything about a product can be considered to be having an experience ‘angle’ and contributes to the overall experience. Every customer touch-point with the¬†product contributes to experience. It starts from:

  • How people get awareness about a product
  • What kind of a first-impression that gets set in people’s minds
  • How easy it is for people to learn more about the product
  • What do people perceive is the value of the product
  • What do people think about the price of the product
  • How easy it it to purchase the product
  • How easy it is to get access to product information
  • How easy it is for people to start setting up the product
  • How simple is the product design so users feel ‘self sufficient’ in using it
  • How easy it is (or who to contact) to find answers to questions about the product
  • How easy it is (or who to contact) to find solutions to problems
  • How easy it is to provide feedback about the product
  • How easily are people able to know when will be the next version of the product
  • How simple it is to get rid of the product:-)

To summarize, customer experience is all about the what’s, how’s, when’s, and the who’s of the product.

Would love to hear if you have anything more and specific from your experience!!