The experience is designed through the design of the inputs that go into creating the experience. Or, the experience you hope your customer will have. Because, in the end, the experience is in the eye of the customer. You can't control the experience. It's an interpretation of all one's sensory inputs. So, all a brand can really do is attempt to positively influence it.
With all that background. I wanted to hear from you what you thought were the key inputs into the customer experience in your industry. The survey was simple. Two questions.
1) Which element of your business model impacts your customers' experience the most?
2) What is your industry?
The "other" category included responses of:
In addition to the responses here, which are represented as a percent of total respondents, other choices which netted zero responses where:
- Availability (supply chain)
- Enterprise software
Experience is the result of the customer's perception of the multitude of components of your business model. Experience is not something made, inventoried or delivered.