Why Your Customers Want an Experience and Not Just a Product
People have a lot of stuff, so customer loyalty is becoming more and more difficult than ever. If you don’t believe me, check your closets, garage, and storage unit. What people don’t have a lot of is interesting and positive experiences. How many of your fond memories revolve around a possession? It is a great experience that turns into a cherished memory, and people respond more strongly to that form of engagement.
It comes down to this: to sell your product, you need to create a good experience.
Why do experiences trump things? Consider the following reasons:
- We get used to things. When you get a new toy (or article of clothing, or piece of technology, ), it becomes your favorite… for a little while. Once something has been around for a while, it is not as exciting. We become dissatisfied with things over time.
- We live to share. Eating the best of meals is still ultimately forgettable if a person is alone. Having a great time out to dinner with friends can produce lifelong memories even the meal itself is just okay. It turns out that humans like sharing experiences with one another (just not dessert).
- You are the sum of your experiences. The things that you have owned throughout your life do not define you, but experiences shape who you are.
- You can’t keep up with the Joneses. You will never be the one person on the planet who has the most stuff, so having things ultimately leads to dissatisfaction when comparing ourselves to others. No one else will ever get to have the same unique experience as you, however, and that makes it more valuable.
Okay, that’s great. How do I create an experience for my customers, so I can get them to buy my stuff?
There are many ways, and you can create great experiences for your employees too (to increase productivity).
- Sweepstakes – Winning something is a great experience.
- Rewards Programs – Reaching a points goal and cashing it in for something you want is a satisfying experience.
- Employee Events – A special outing for employees builds team morale and makes workers feel like the company cares.
- Reward Employees – Have you ever met an unhappy Starbucks employee? Perks don’t always have to be a bag of coffee (although coffee may create a great experience). Vacation time is a great way to create experiences for your employees.
Experiences, ultimately, turn into revenue. When a person has a good time with your brand, you are building customer loyalty and loyal employees.