Experience is the new differentiator

Experience is the new differentiator

At aFrogleap we have always believed a great user experience is one of the key ingredients of a successful mobile experience. This has also been one of the key reasons for us to be joining the Oxyma Group. At a group level we are allowed to think and work on the omni channel customer experience. This makes it a lot more fun, and obviously substantially more complex. Last week our own Bart Fussel spoke at the Customer Experience & CRM in 1 day Conference about building the next generation experiences. Likewise, most speakers we encountered are thinking about the same challenges. How do you start and maintain a healthy relationship with your users/customers? What is the value of your product/service for a customer? Reminding yourself in the process that value can only be defined by its beneficiary. And this thin line of trust that you build up between a customer and the brand is something that you need to maintain. It's a continuous process across all your channels.

Building the technical experience is becoming more of a commodity. Whatever is complex to build right now will be substantially easier and more doable in 2 years. The main question is how you can differentiate besides this technical experience.

Key learning from the presentation (also embedded below) is that we are experiencing a shift from a product and service economy to an experience economy. In the process we try to explain what you need to do in your thinking and in your organization to get to the point that you can actually start executing this omni-channel experience.