Not only have the rules of competition changed. Our entire world is changing. Services and products have become a marginal part of the purchase decisions. What drives today’s customers are emotions and feelings, some of which can’t be expressed in words and are triggered unconsciously. The most important element in buying a product is how the product makes a customer feel. The name of the game is experience and experience is determined by emotion.
Small to medium businesses are still offering discounts and promotions, while successful companies don’t talk to their customers about money. Their new currency is our experiences. If in the past, it was enough to offer a good product at a competitive price, this approach simply does not work today. The business world has been revolutionized in recent years and our customers have changed at an unprecedented pace.
From a world of products and services we have entered a new era. The word „customer experience“ is much more than a popular buzzword. A customer experience has become more important than the product itself and companies that will ignore that, will find themselves out of the game.
In her keynote Liraz will explain how both long-term loyalty and memorability are built through experiences that drive positive emotions and how understanding the relationship between emotions and experience will help you to sustain and grow even in difficult times.