It is important to humanize your business as much as you can. Your customers do not want a cold, sterile feeling experience at all. They are human and want to feel those they interact with are as well. The feel of an experience can put someone off your business if it is wrong.
- A customer experience is made up of a dazzlingly vast number of impressions, some of which are under your control and some of which aren’t
- The customers’ sensibilities and prior experiences affect their interpretation of what you offer.
- Stop thinking so linearly about the customer experience. Customers don’t have levers that can be pulled with predictably perfect results.
“Your business, in other words, is like Proust’s madeleine, and your customers are less-articulate Prousts whose existing, emotionally-laden reference points are activated by your business in ways that extend beyond what a business, no matter how consciously it designs its customer experience, can control.”