"Experiences are more important than products now"

"In math, x represents a variable to be solved for. In business, the x we must solve for is the experience we want to give our customers.
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“An experience occurs when a company intentionally uses services as the stage, and goods as props, to engage individual customers in a way that creates a memorable event.”
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Experiences are more important than products now. In fact, experiences are products. They’ve also become a lively topic of consumer comment for all the world to hear. People increasingly share their experiences with companies and products in our connected economy, and we can either be active participants in creating and nurturing desired experiences or spend more and more time trying to react or make up for bad experiences. What’s more, consumer demands continue to evolve. We’re just getting started.
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And because so few companies offer quality experiences, customers are willing to pay more for them. Any company that shows any semblance of empathy now possesses a tremendous competitive advantage.
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The bottom line is that for most companies, customer experience is not truly a priority. They manage it instead of lead it. They scale and optimize their current practices, generally focusing on some technology fixes and doing good marketing.
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Eighty-five percent would pay up to 25 percent more to ensure a superior customer service experience."

Trechos retirados de "X: The Experience When Business Meets Design" de Brian Solis