Traditionally business models were made to focus on selling a product or service. It could serve a need or in exchange of a stipulated amount of money, called price. The product or service could be promoted and a sale could be made. But this approach, no longer works!
In ongoing times, sales are no longer depended on just the product. It does not depend on the buying of a product, but on the buying of an experience and the subsequent feeling about a company on becoming its customers. A positive experience has a very powerful effect that calls for increased customer satisfaction and loyalty, thereby increasing revenue. But then, why does customer experience drive people to become company and brand loyalists?
Reasons that drive people towards customer experience
While purchasing, decisions are mostly made sub-consciously and not logically. People buy according to their feelings and what appeals to them. Secondly, people desire experiences more than products and services. They are bound to remember not the product but how he or she was treated while making a purchase. And these experiences can be shared with others, making it more tellable.
Today, selling is all about how you make the customer feel. Perception about yourself will drive a customer to come back to your product, or else why would people prefer a burger from McDonald’s when you can have a vadapav at a much cheaper price?
Also, it doesn’t matter which product you are selling. Anything can be sold albeit you need to attach an experience to it, making it more relatable. Here are a few ways that can help sell any product as an experience
Using influencers or brand ambassadors
Due to the immense reach of social media and a massive presence of people on various social media platforms, influencers can help convey their experiences to the audience. Also, a brand ambassador can help drive sales by being in an unbiased manner.
People don’t just go to buy statement pieces at Tanishq. They go there to try their new collection of rings that have caught their eye. Later on they will tell their circle about buying a particular ring from Tanishq rather than just telling them about buying a ring.
Deliver the said promise
When BMW promised to be the ultimate driving machine, it delivered just that. They produce elegant and most efficient vehicles promised by them, and hence, are one of the strongest brands globally.
Lets see a few examples of brands that are utilizing experience rather than the product as a driving factor in their business:
The online furniture rental platform capitalizes on the experience of using a furniture piece, albeit for a shorter duration, rather than owning any furniture life long.
er in a lot of ways.
With any product you need, delivered to you in two-three days with just a tap on your phone, Amazon provides the ultimate form of customer experience that has made life easier