

{"id":1232,"date":"2010-03-05T06:40:19","date_gmt":"2010-03-05T06:40:19","guid":{"rendered":"http:\/\/www.questionpro.com\/?p=1232"},"modified":"2023-08-21T06:07:27","modified_gmt":"2023-08-21T06:07:27","slug":"5-steps-toward-turning-your-commodity-into-a-great-customer-experience","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/5-steps-toward-turning-your-commodity-into-a-great-customer-experience\/","title":{"rendered":"5 steps toward turning your commodity into a great customer experience"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">Engaging with customers is key<\/h2>\n\n\n\n<p>When a consumer buys a service there are a set of intangible activities carried out on their behalf. When a consumer buys an experience, however, they buy a set of memorable events that a company has created &#8211; as in a theatrical play &#8211; to engage them in a personal way. Engaging a customer in a personal way gains their trust and their continued loyalty as well.<\/p>\n\n\n\n<p class=\"has-text-align-center\"><em><strong>LEARN ABOUT:<\/strong> <a href=\"https:\/\/www.questionpro.com\/blog\/time-to-value\/\">Time to Value<\/a><\/em><\/p>\n\n\n\n<p>The nature of economic value follows a natural progression from commodities to goods to services and then to experiences. Each step along the way adds value.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">What is classified as a commodity?<\/h2>\n\n\n\n<p>Think of coffee. The coffee bean is a <em>commodity <\/em>to be sure. It is widely traded on the futures market and is a classic example of economic elasticity. When it is roasted and packaged it now becomes a <em>good<\/em> that is distributed throughout various retail channels. When it is brewed it now becomes a <em>service<\/em> that is available at cafes, restaurants, etc. When it is served in a high-end restaurant or espresso bar, where the ordering, creation, and consumption of the cup embodies a sense of ambiance or sense of theater, it now becomes a distinctive <em>experience<\/em>.<\/p>\n\n\n\n<p>It is interesting to note that the price One is willing to pay increases as the good or service moves along this evolutionary path.<\/p>\n\n\n\n\t<div class=\"banner-section wf-section\" lang=\"\" >\n\t\t<div class=\"right-column-container\">\n\t\t\t<div class=\"bannerbg white\">\n\t\t\t\t<span class=\"h1-2\">Create memorable experiences based on real-time data, insights and advanced analysis.<\/span>\n\t\t\t\t<a href=\"#userliteForm\" data-toggle=\"modal\" class=\"button w-button\">Request Demo<\/a>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\t<div class=\"userlite-modal modal fade\" id=\"userliteForm\" tabindex=\"-1\" role=\"dialog\" style=\"display: none;\">\n\t\t<div class=\"modal-dialog\" role=\"document\">\n\t\t\t<div class=\"modal-content\" role=\"document\">\n\t\t\t\t<div class=\"modal-body\">\n\t\t\t\t\t<div class=\"modal-header\">\n\t\t\t\t\t\t<button type=\"button\" class=\"close\" data-dismiss=\"modal\" aria-label=\"Close\">\n\t\t\t\t\t\t\t<i class=\"material-icons\">close<\/i>\n\t\t\t\t\t\t<\/button>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"contact-us-form-wrapper contact-box\">\n\t\t\t\t\t\t<div class=\"userlite-form-wrapper\">\n\t\t\t\t\t\t\t<iframe src=\"https:\/\/www.questionpro.com\/userlite-form-blog-en.html?product=CX&amp;referralurl=https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts\/1232&amp;lang=en&amp;cat=cx-2\" style=\"display: block;\" ><\/iframe>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"demo-form-wrapper success-message-div\" style=\"display:none\">\n\t\t\t\t\t\t\t<p class=\"success-message-para\"><\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Five steps for a superb customer experience<\/h2>\n\n\n\n<ol>\n<li><strong>Engage consumers in a personal way.&nbsp;<\/strong> How?&nbsp; Well, it\u2019s always best to ask.&nbsp; Asking customers what they want sounds almost too easy but it\u2019s surprising how many businesses forget about this critical step.<\/li>\n\n\n\n<li><strong>Watch customers.<\/strong>&nbsp; Observe your customers and note their frustrations as well as their enjoyment.&nbsp; Are there any unmet needs you notice? Anything you could do to enhance the experience?<\/li>\n\n\n\n<li><strong>Think about the difference between opening a Dell computer (not too exciting) and opening a new Apple computer (exciting).<\/strong>&nbsp; Think about the coffee shop that double seals your bag of freshly ground coffee because they knew you were traveling and didn&#8217;t want the coffee to get stale.<\/li>\n\n\n\n<li><strong>From a technical services point of view.<\/strong> Think of how you can make a typical service call an experience or think of something that the client always asks for and then just add that into your routine.<\/li>\n\n\n\n<li><strong>Does your client often stop at a specific coffee shop before a meeting? <\/strong>Next time, have the coffee shop mention that their drink is free &#8211; compliments of you. They will remember this gesture &#8211; for a very long time.<\/li>\n<\/ol>\n\n\n\n<p>If you\u2019re interested in Customer Experience topics, we think you might enjoy reading: <a href=\"https:\/\/www.questionpro.com\/cx\/why\/5-pillars.html\" target=\"_blank\" rel=\"noopener\">The five pillars of customer experience<\/a><\/p>\n\n\n\n<p>There are many types of experiences that can engage an individual and the challenge of the business is to create experiences compelling enough to make a lasting impression. When you do this, you create loyalty and loyal customers are one of your best forms of sustainable competitive advantage. They are priceless.<\/p>\n\n\n\n<p>So the next time you hear about something being a commodity &#8211; think about how you can make it invaluable by creating an experience around it. Its value will increase greatly and you win by creating loyal customers.<\/p>\n\n\n\n<p><strong>About the Author:<\/strong> Shane&nbsp;Ketterman&nbsp;is an IT Professional and MBA grad.&nbsp; He owns Gorilla-Force.com and is a Certified Professional Coach&nbsp;focusing on the IT industry.&nbsp; He is passionate about social media, marketing, and seeing others succeed.&nbsp; His website is&nbsp;<a href=\"http:\/\/www.fiveforcesgroup.com\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"text-decoration: underline;\">http:\/\/www.fiveforcesgroup.com<\/span><\/a><\/p>\n\n\n\n<p><b>At QuestionPro, we work on what we believe in.&nbsp;<\/b><a href=\"https:\/\/info.questionpro.com\/meetings\/kenneth-peterson\" target=\"_blank\" rel=\"noopener\"><span class=\"s1\">Schedule a demo with Ken<\/span><\/a> and discover how to boost customer loyalty and collect valuable consumer insights through our CX survey and analytics management platform.<\/p>\n\n\n\n<p class=\"has-text-align-center\"><span style=\"font-weight: 400;\"><a class=\"square-cta secondary-lined-cta\" href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Learn more about QuestionPro CX<\/strong><\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Engaging with customers is key When a consumer buys a service there are a set of intangible activities carried out [&hellip;]<\/p>\n","protected":false},"author":128,"featured_media":36889,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[170],"tags":[284],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>5 steps toward turning your commodity into a great customer experience | QuestionPro<\/title>\n<meta name=\"description\" content=\"Think about how you can make a commodity invaluable by creating an incredible experience around it. Its value will increase greatly and you win by creating loyal customers.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.questionpro.com\/blog\/5-steps-toward-turning-your-commodity-into-a-great-customer-experience\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"5 steps toward turning your commodity into a great customer experience | QuestionPro\" \/>\n<meta property=\"og:description\" content=\"Think about how you can make a commodity invaluable by creating an incredible experience around it. Its value will increase greatly and you win by creating loyal customers.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.questionpro.com\/blog\/5-steps-toward-turning-your-commodity-into-a-great-customer-experience\/\" \/>\n<meta property=\"og:site_name\" content=\"QuestionPro\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/questionpro\" \/>\n<meta property=\"article:published_time\" content=\"2010-03-05T06:40:19+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-08-21T06:07:27+00:00\" \/>\n<meta name=\"author\" content=\"Ivana Taylor\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@questionpro\" \/>\n<meta name=\"twitter:site\" content=\"@questionpro\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Ivana Taylor\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/5-steps-toward-turning-your-commodity-into-a-great-customer-experience\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/5-steps-toward-turning-your-commodity-into-a-great-customer-experience\/\"},\"author\":{\"name\":\"Ivana Taylor\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/5a547e9ba0ad62a9ffa6f12466a7a244\"},\"headline\":\"5 steps toward turning your commodity into a great customer experience\",\"datePublished\":\"2010-03-05T06:40:19+00:00\",\"dateModified\":\"2023-08-21T06:07:27+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/5-steps-toward-turning-your-commodity-into-a-great-customer-experience\/\"},\"wordCount\":644,\"publisher\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#organization\"},\"keywords\":[\"Best Practice\"],\"articleSection\":[\"CX\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/5-steps-toward-turning-your-commodity-into-a-great-customer-experience\/\",\"url\":\"https:\/\/www.questionpro.com\/blog\/5-steps-toward-turning-your-commodity-into-a-great-customer-experience\/\",\"name\":\"5 steps toward turning your commodity into a great customer experience | QuestionPro\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#website\"},\"datePublished\":\"2010-03-05T06:40:19+00:00\",\"dateModified\":\"2023-08-21T06:07:27+00:00\",\"description\":\"Think about how you can make a commodity invaluable by creating an incredible experience around it. 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