Consumers Judge Your Brand Based on ALL Their Experiences

Consumers are judging your brand based on their experiences with ALL brands. Not just your industry. Not just your “competitors”.

They are judging you against their favorite, best experiences, and asking themselves “Is this experience as cool, as fast, as memorable, as surprising, as delightful?”. This transcends price point, industry, or product.

The challenge is that every day, your consumer is having NEW experiences that change their perception. So, failure to prioritize new customer experiences can catch up with you pretty quickly.

If you are not continuing to innovate your experiences - because once upon a time you were the top of your game - you will eventually find out the hard way that you are now a dinosaur in customer experience.

And you will find this out with your stock price and your earnings.

Or you will be exposed on TikTok or Instagram with a viral video that highlights your CX challenges. Ask Chanel about Bethany Frankel.

Just check out the recent earnings call from Starbucks:

Once upon a time, they were leading in CX, and after years of delivering very similar experiences, Former CEO Howard Schultz said, “The stores require a maniacal focus on the customer experience, through the eyes of a merchant…. It’s not the miss that matters. It’s what comes next… Through it all, we must focus on being experiential, not transactional.”

So, learn from the history of Starbucks and others: Rest on your laurels and past success, and you will lose.

Take your customer for granted and see them only as a transaction, and you will lose.

Recognize that you must constantly innovate and upgrade your customer’s experiences – because their library of life experiences on which you are being judged is growing daily – and you will be well-placed to earn their loyalty and mindshare as a brand worthy of their time and wallet.