What is New Source of Value?

In the 21st century, the experience of customers have become the fourth economic offer, different from the classic services as much as the services are different from the product. Experience has always been there, but they were dealers and economists often to be regular services and compared with chemical cleaning, car services and telephone services. When a customer buys a service, he buys a set of untouchable activities carried out on his behalf. But when buying experience, it pays to spend time enjoying the unforgettable series of events that the selling company performs for him (just like the theater) that would include a completely personalized way.

The first to understand and exploit this idea were the creators of the large casinos - cities in America, Las Vegas and Atlantic City. Most people today do not go to Las Vegas to gamble, but to experience a memorable experience. Is it a coincidence that these new "industry experience" is also the most profitable (with the highest margins)?

Did you ever wonder what the fastest create an unforgettable customer experience? Unfortunately, it's incomplete or bad service. What was happening in the world market in recent years? Companies have watched how to reduce operating costs and the obvious way for most was the realization of cost savings in the provision of customer service, de-personalization services, is making it more standard. But by reducing the quality of services and increasing the possibility of errors in serving, increasing the chance that the customer will experience a poor service and left your company.

At first, the loss of customers because of poor service the company justified with the reduced operating costs, and time- savings they achieved. They hoped that the aggressive sales would compensate the loss of old customers to new customers who will be willing to tolerate a worse service. But, sooner or later, this strategy would cost them much more than they bring savings. Especially in the new economy where experience is the most important way of gaining competitive advantages become experiencing positive customer experience.