We’re living in an Experience Economy, whereby customer needs continue to change. How can you better differentiate your brand and compete for customers’ limited time, attention, and money?
My featured guest Joe Pine, an internationally acclaimed author, speaker, and management advisor, explains the five E’s to differentiate and make it easy to interact with your brand. As Joe says, “Drama is friction.” You must provide frictionless experiences that customers expect if you want them to buy, refer and remain loyal to your company. The same principles apply to your employees, agents, and staff members.
During this episode, you will learn actionable ways to gain a competitive advantage and emotional loyalty by following
THE 5 STAGES OF EXPERIENCE:
•Enticing: How do you alluringly draw people to want to have the experience?
•Entering: What happens as people move into the experience? What are the first impressions?
•Engaging: While all five stages must be engaging, what is that core personal and memorable experience for which guests come, and how does it rise up to a climax and come back down again?
• Exiting: What is the final thing that happens on departure, which people will tend to remember for a long time?
• Extending: How do you appealingly expand the experience beyond the physical or digital place, cementing the memories, and encouraging repeat visits?
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About Joe Pine- Expert on Competing For Customer Attention, Time and Money in an Experience Economy
An internationally acclaimed author, speaker, and management advisor. The co-founder of US-based Strategic Horizons LLP, Joe’s many books include Mass Customization, Authenticity, Infinite Possibility, and The Experience Economy: Competing for Customer Time, Attention, and Money, which was twice named one of the top 100 business books of all time.
About Stacy Sherman: Founder of Doing CX Right®
An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for DoingCXRight®. She created a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++. Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.