To offer an experience that stands out from the competition, and making it highly compelling and engaging with the consumer, requires three things:
1. Will: The will, from the Top Management criticaly, to want to understand the proces and the journey our customer lives everyday with our service. The will to understand her pains, desires, jobs and gains she is triying to solve. The will to understanding it to the core and to give the best of the company to deliver an experience at the height of the brand promise and to honor our consumer's trust. The will to deploy that can be needed, the will to not be shy about this.
2. Time: It requires time to understand. It requires time to analize, to listen, to empathize with our customer. It requires time to ideate, test and fail prototypes. It requires time to arrive to the best solution, the best experience for our consumer.
3. Resources: To offer an extraordinary experience requires to deploy resources and not be shy about it.
“What is our formula for success? Paying attention to infinite details, the little things, the minor stuff in which everyone else don’t want to invest time, money or effort” Jon Hench, Disney Imagineer
Congratulations MetroBank and Microsoft!
https://www.youtube.com/watch?v=-PV6Ln8IP9A&feature=youtu.be
