Comments on: Is the Consumer Experience More important than The Product?

By: Oli

Oli — Mon, 17 Nov 2008 17:07:54 +0000

I think it’s all about customer experience. I can’t tell you how many times I have stayed with a company through product problems because they had such kind, attentive customer service. I will always pay extra for a business that knows how to treat me.

By: Jagan

Jagan — Fri, 07 Nov 2008 13:39:22 +0000

It depends. Let me try to explain in brief.
For example your’s is a cloth manufacturing firm, then all you need to concentrate is on the Product.
And when that product goes into market through retail stores, the store managers have to concentrate on the ‘consumer experience’.
I’m never going to buy an item at a unfriendly store how ever good might be the brand.

By: Stefan

Stefan — Fri, 07 Nov 2008 12:38:19 +0000

in my opinion both are very important for any enterprise to stand out on top. Don’t compromise on anything, customer service is also equally important and also the product. the ratio should be like 50:50

By: Nicky

Nicky — Fri, 03 Oct 2008 15:28:18 +0000

A healthy balance between the two is essential to me. If I’ve been treated quite well by the associates, only to get an inferior product, I suppose I feel that they’ve tried to scam me or pull the woll over my eyes. On the other hand, even if I get a supperior product, in this day and age, it’s not exactly hard to get quality products at a similar price on the internet. The differentiation is the level of service. At a minimum, I expect prompt, efficient service. I’ve bought products where I paid, had no interaction, but got the product fast! I was quite happy with those transactions. Of course, without the interaction I wasn’t exactly likely to remember who I bought it from. It’s those people who go that extra step and send a thank you note, or a token gift at a later point, that get me back.

I recall one person in particular, who I’d purchased something from on ebay. Around christmas time, she sent out christmas cards personally hand written. Now I’m no fool, I know they were probably handwritten by somebody else, but it was a nice touch, and I ended up looking at her ebay store again. It’s that kind of service that can make the difference.

By: Velayudham

Velayudham — Tue, 30 Sep 2008 11:06:10 +0000

Stan, your example is good. But I believe that a nice blender of quality of the product and the good experience for the customer is important for a good business.

Because eventhough if a shop provides a best product but insults the customer or makes the customer to wait for a long time, the customer will not come back to the shop again. Also even one treats the customer well, but fails to produce a good quality, then also the customer is not going to return back to the same shop. Also will not recommend that shop to others.

So the idea is to give both a good customer experience as well as quality products for the customers.

By: Edward

Edward — Wed, 24 Sep 2008 04:20:47 +0000

I’m in total of agreement about the need to create trust and loyalty in a company’s customers.

With the amount of competition out there in most markets, you need a way to differentiate yourself from your competitors.

Giving out gifts and other promotional goods are a good way to do just that.

And more customer loyalty equals more profit, so investing in this area seems like a good idea to me.

By: Zoltan

Zoltan — Wed, 17 Sep 2008 15:47:34 +0000

Sometimes good service, friendly atmosphere might make up for a bit lessen product. Consumers love to feel taken care of, and really appritiate these little pluses. Quality is important, but little extras can make the difference when there is two atherwise similar product to choose.

By: Flash

Flash — Wed, 17 Sep 2008 10:51:41 +0000

I think customer experience with the product is most important thing in building trust, loyalty, making the people buy product of that company again, spreading a good influence on the society about the company.

By: Conrad

Conrad — Tue, 16 Sep 2008 09:22:05 +0000

It is my belief that yes, the customer experience is more important than the product itself as long as the product is of a reasonable standard and not overly expensive. When it comes to large expenditures such as buying cars or property I am then inclined to agree with Nigel and Daniel, quality is of far more importance!

By: daniel

daniel — Tue, 09 Sep 2008 09:21:35 +0000

I agree with Nigel. The quality of the products is most important. Providing good products will increase your reputation too. However, this point don’t guarantee that the consumers will buy your products
or services. This should comes with another P’s as state above. If the 7P’s are fulfilled, I think consumers don’t have any reason to say “no” to your business except their didn’t have enough budget.