Consumers buy based on feeling. When first introduced to your product or service they’ll subconsciously check internally to see if what you offer makes them feel good and meets their needs. If it does, they’ll take action to learn more, if it doesn’t they’ll quickly ignore.
Those who choose your product or service should never be left in a wake of disappointment. Many business owners fail to realize the importance of excellence in every aspect of business. Often the effort stops once a consumer commits to trying a product or service. Businesses who fail to recognize that every aspect of the client experience is crucial in order to achieve repeat business and word of mouth referrals lose in the end.
Example: A new state of the art dental practice opens in town. Their marketing materials are modern and sleek as is their office. The look and the vibe of their branding just “Feels good”. That's where the good stops and the disconnect begins. That’s because the receptionist and staff were cold and uninviting. While perhaps not rude, it wasn’t a welcoming or pleasurable experience.
Shiny new office digs, and stellar branding mean very little when a patient doesn’t feel welcome. Even a state of the art dental practice can’t replace the human desire to have “All the feels” as we say. The lesson here? Take into account every point of interaction within your organization. A good experience matters!