Whether you realize it or not, when you share an experience you have, whether it’s through a post, review, video, image, rant, praise, etc., it helps a stranger make a decision about what to do next.
Customers aren’t following the customer journey you designed because they’re too busy hacking it. No matter how much journey work you do, no matter how creative your marketing, no matter how responsive your website is, no matter how much technology you invest in, customers trust the experiences of others over your words aka branding and the path you’ve laid out for them.
Businesses today must invest in experiences because that’s what people want. Customers aren’t looking for products, transactions, apps, retargetting, or anything that resembles a traditional cluster funnel.
1. The Ultimate Moment of Truth and Shareable Experiences
2. Experience Architecture
3. Experiences are More Important Than Products
4. Digital Darwinism and Survival of the Fitting
5. Technology + Behavior = Relevance and Resilience
6. The Importance of UX and CX
7. #WDYSF – What Do You Stand For?
8. Brand 2.0
I hope it helps you!
Special thanks to Martin Soler of wihp (World Independent Hotels Promotion), Phil Butler of Pamil Visions and Gabriella Laine-Peters for their help in organizing a launch event for WTF. Also thank you to Benjamin Ellis who shared pictures from the event available on Flickr.