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Experience is the key

Experience is the key
"Marketing battles take place in the mind of a consumer or prospect. That's where you win. That's where you lose.” Jack Trout, Big Brands, Big Trouble
“It’s not about the taste of tea, it’s about who (where & how) prepared the tea”.

Pizza Hut is not especial for Pizza. It’s special for the way it serves you Pizza. You don’t pay for Pizza only, you can make and eat it at home. You pay for ambiance, experience.

Customers don’t buy product they buy experience.

Making someone to come back to you/your shop repeatedly is a tough job. With lots of options that are given to customer (increasing every single minutes), he/she can easily pick someone else’s product over your without thinking twice. It’s simple. Nobody is waiting for you out there. You need to make them to wait for you.

Some Scary statistics: Minds Can't Cope

Due to the shear volume of messages we encounter on a daily basis, the human mind can't cope with interpreting them all. Trout notes some statistics in his book Positioning:

>>Humans tolerate constant daily electronic bombardment
>>Printed knowledge doubles every four to five years
>>4,000 books are published around the world every day
>>The world wide web grows by 1,000,000 pages each day!
>>You've watched 140,000 TV commercial by the age 18

Loyalty is a scarce commodity in today’s world. You do not find it often. And one has to earn it. and you are the one who has to decide on hard question: how you will make your customers loyal?

There is no need to tell the importance of customer loyalty. The cost of new customer attraction is as much as twice than retaining an old customer. Retention often pays off better.

Why people buy some brand again and again? Why customer stay up whole night to grab a Apple’s new product?

The answer is experience. People have good memory with previous offerings of Apple. It makes people to feel good, special. It walks the talk. It delivers exactly what it promise and some time even more than that.

Make sure you are giving your customer better experience than anybody else in market. Improve customer experience in every point of customer interaction. If required redesign all of your customer touch points. Care. Give. Make your customers to feel special. Make their experience with your brand unique.

Mohammad Ruhul Kader is a Dhaka-based entrepreneur and writer. He founded Future Startup, a digital publication covering the startup and technology scene in Dhaka with an ambition to transform Bangladesh through entrepreneurship and innovation. He writes about internet business, strategy, technology, and society. He is the author of Rethinking Failure. His writings have been published in almost all major national dailies in Bangladesh including DT, FE, etc. Prior to FS, he worked for a local conglomerate where he helped start a social enterprise. Ruhul is a 2022 winner of Emergent Ventures, a fellowship and grant program from the Mercatus Center at George Mason University. He can be reached at ruhul@futurestartup.com

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