Dont Sell the Products, Sell the Experiences

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Dont sell the products, But sell the experiences !

Dont sell the products,But sell the experiences !Name : Bambang PurnomoMobile : +628111884059Blog : bambangpurnomohp.blogspot.comLinkedIn:


Customers are no longer buying products and services they are buying experiences delivered via the products and services.Gregory Yankelovich, Customer Experience Veteran and CEO of Customer Experience IQ.


Customer Experiences

Customer Experience (CX)

is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction includes a customer's attraction, awareness, discovery, cultivation, advocacy and purchase and use of a service. Experiences play the important role for the business, since the tight competition in the markets nowadays. People are savvier then before since internet and broadband becoming the primary needs to people.Social media gives them the power to spread information about products and service one opinion can be seen by thousands of people across Twitter, Facebook, LinkedIn and other websites. Furthermore, customers have the power of choice. Powerful shopping engines give them information about the best products based on price and customer reviews.The customer experience. This is the way to win over new prospects, keep existing customers and build a business in sustainable growth into the future.

Why Customer Experiences is so Important

Customer experience is the practice of designing and reacting to customer interactions for the purpose of meeting or exceeding customer expectations, thereby, increasing customer satisfaction, loyalty and advocacy.

A positive customer experience is important in that customers are savvy and have the power choose between competing companies, which offer varying levels of customer service from poor to excellent.

Why Customer Experiences is so Important

Here are the top seven reasons why customer experience is important:

Improves customer satisfaction Fosters repeat customers and customer loyalty Increases customer advocacy and referrals Reduces customer churn Creates a competitive advantage Increases revenue and sales Builds stronger customer relationships

Exploring three companies that are selling experiences.

1. Apple dont sell computers or phones, they sell experiences

What makes someone buy an Apple product over a Microsoft product? Why is the iPhone the bestselling smart phone device? The Key is they make products that are beautifully designed and user friendly.What can we learn from Apple?Focus on being innovative with your customer experience.Strive to be different; dont settle for the same experiences that you competitors are offering.

Exploring three companies that are selling experiences.

2. Disney World dont sell theme park tickets, they sell experiencesDisney doesnt tell their customers they sell theme park tickets or create animations. Disney focuses on creating an experience based around family entertainment.What can we learn from Disney? Dont focus on what you do; focus on why you do it. Make the customer experience a firm part of your business. Include parts of your customer experience strategy in your vision and company overview.

Exploring three companies that are selling experiences.

3. Amazon dont sell products, they sell experiencesAmazon certainly isnt the only online retailer. They recognizes that to compete in todays price-sensitive world, they need to create better customer experiences. So thats why they learn the people clicking behavior, and seems like they know everything about you wants.What can we learn from Amazon?Continually innovate and try to improve the customer experience.If your business model is heavily reliant on online transactions, the experience becomes harder to manage and even more important because you dont have any face-to-face contact with your customer.

The implementation of Total Customer Experience (TCE) Strategy is playing the important role to winning the customers heart . The Final Objective is keeping the company in the Sustainability Growth track to be the market leader in the business competitions.

Total Customer Experience (TCE)


This is how Apple focus on the customer experiences in their business. They deliver the best experiences of tech in wide range of product.


It is becoming obsolete strategy for traditional marketing strategy that company just only sell the product and services. Nowadays, people needs best customer experiences. And to whom that can not adapt to the current business situation, the competitors will distract the markets then.


You will have difference experiences when you drink a coffee in Starbucks than in another Coffee Shop.

As humans we place more value on experiences than goods and services. So why sell a service when more people are willing to pay more money for an experience is important. Because this the effective strategy to retaining our existing customers and new strategy for acquisition for new customers.

Business rely on Customer Experiences Strategy to win the markets


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