It is often the little details that consumers recall even more than the product they purchased or the service they received. You can make them feel great about a simple purchase made because of the care and attention you placed on its delivery.
Meaningful, memorable, fun, unusual and unexpected experiences influence the way consumers perceive brands in general and feel about you in particular. These little details are so easy to overlook and so tempting to brush off as unimportant. But add a number of seemingly minor details together, and you end up with something of far more value than you would without them.
Anyone can do the big things right; it’s the special subtleties that differentiate one business from another and influence consumers to choose one over the other. When small-business owners have to tighten their belt, they make the mistake of cutting out those extra touches that are more valuable to the sustainability of their business than they realize. Attentiveness and recognition cost nothing, nor do personalization and consideration.
Key Tenets of The Consumer Experience Model
Immerse the audience in a rewarding, compelling, and highly positive experience that meets needs for both utility and entertainment.
The audience makes a deep and emotional connection with the brand through their willing acceptance of messaging that is personally relevant and authentic.
As a result of previous efforts, interest is turned into action and purchase.
Deepen relationships between the brand and the audience then persuade them to become brand ambassadors.
Create an audience-driven movement by converting advocates into evangelists who eagerly spread the brand’s message to those that they influence.