Five Steps to Uncovering the Real Customer Experience Journey
Today, a coffee shop is an iconic gathering place. From the moment you walk in, the aroma of the coffee surrounds you. The environment in the store is calm, relaxing, and inviting. The store invites you to stay and relax for long periods, and many people stay to study, work, check their e-mail, or share some time with friends. The servers are not called servers; they are “baristas,” adding to the sense that you are doing more than just grabbing an ordinary cup of coffee. Each cup is prepared individually and the customer’s name is written on the cup to personalize the experience.
In other words, the product is not the focal point; it is the experience the company delivers.