"Marketing generates attention, qualifies prospects, and creates excitement. But it doesn't matter how amazing your marketing campaign is-if someone tries your product and feels disrespected, encounters rudeness, or finds it doesn't live up to expectations, they won't come back, no matter how clever your next campaign is. Customer experience delivers on the promises marketing makes and creates continuity that lasts. Every touchpoint from pre-purchase to post-purchase provides evidence that people use to shape how they feel about you."
"If people view your business as a commodity, it's seen as a solution, but not the perfect solution. You want to be seen differently. Customer experience is how you say to consumers, "We are not a commodity provider. We are a category of one." The SUPER framework provides five steps to creating customer experiences people will remember, share, and come back for. Each element builds upon the previous one, much like steps on a ladder or layers in a pyramid."
Marketing generates attention, qualifies prospects, and creates excitement, but customer experience determines whether people return and recommend a business. Every touchpoint from pre-purchase to post-purchase provides evidence that shapes feelings and referral likelihood. Experience serves as the primary differentiator and is hardest for competitors to copy, offering the deepest opportunity to create superfans. Brands must aim to be easier to refer than to forget by treating the business as a category of one rather than a commodity. The SUPER framework outlines five progressive steps, beginning with a compelling story, to build memorable, shareable, and repeatable customer experiences.
Read at Social Media Examiner
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