{"id":57115,"date":"2024-03-06T06:00:03","date_gmt":"2024-03-06T06:00:03","guid":{"rendered":"https:\/\/hyken.com\/?p=57115"},"modified":"2024-05-08T20:06:53","modified_gmt":"2024-05-08T20:06:53","slug":"do-you-give-your-customers-experience-or-just-transaction","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-service-strategies\/do-you-give-your-customers-experience-or-just-transaction\/","title":{"rendered":"Do You Give Your Customers an Experience \u2013 Or Just a Transaction?"},"content":{"rendered":"\"creatingIn the past few months, I\u2019ve been to several concerts. I\u2019d say the entertainers were legends in the industry. Two of them were Bob Dylan and Ringo Starr (of the Beatles). Both are talented beyond words. They both have successful careers. They have both been inducted into the Rock and Roll Hall of Fame. It\u2019s important for you to know this, just in case you don\u2019t know who they are. It\u2019s a generational thing. If you were born in this century, you probably don\u2019t know either of them, but trust me, they are rock stars and legends!<\/span>\u00a0<\/span>\r\n

There was a difference in their shows. <\/span><\/h3>\r\nBob Dylan came out and played. He barely spoke a word to the audience. His music was enough for his true fans. But for some of us who saw the legend for the first time, we might have expected more than just songs. If all we wanted was the music, we could have listened to his albums on iTunes or Spotify.\u00a0<\/span>\u00a0<\/span>\r\n\r\nRingo Starr, on the other hand, did more than just play songs. He brought energy and enthusiasm to the stage. While he and his all-star band played their most popular songs, there was more to the show. He shared commentary and stories, so the audience felt they had a glimpse into the personality of one of the most famous and iconic musicians on the planet.\u00a0<\/span>\u00a0<\/span>\r\n\r\nThis is the lead-in to today\u2019s lesson, which is to understand the difference between experiencing a company or brand, and simply doing business with it.<\/span>\u00a0<\/span>\r\n\r\nThe concert examples are not unlike two companies competing<\/a> for a customer\u2019s business. A company that doesn\u2019t showcase its \u201cpersonality\u201d may be missing an opportunity to create a personal connection.\u00a0<\/span>\u00a0<\/span>\r\n\r\nIf you want to see this in action, go visit a Trader Joe\u2019s grocery store and ask several of the <\/span>crew members <\/span><\/i>\u2013 their term for employees \u2013 some questions. Experience their reputation for fun, which goes beyond the employees\u2019 personalities and includes a uniform, which is a somewhat \u201cloud\u201d Hawaiian shirt.\u00a0<\/span>\u00a0<\/span>\r\n

So, which company or brand are you? <\/span><\/h3>\r\nYou don\u2019t need outgoing employees wearing loud Hawaiian shirts for a customer to <\/span>experience <\/span><\/i>your brand. The point is to do something that makes the customer feel as if they are experiencing more than, for lack of a better description, placing an order and having it fulfilled. The distinction between merely conducting business with a company and truly experiencing it lies in the unique personality and engagement the company and its employees bring to every interaction.\u00a0<\/span>\r\n\r\n