Experience is about stepping into the customer’s shoes and finding out what goes on. The challenges, high points, low points, anxiety, moments that matter. Whatever they are, it’s your job to figure them out better than anyone else, then run as fast as you can in that direction.
When you focus on your customer, there is no competition. Demand excellence in everything you do. Face the brutal reality of your current situation. Realise that one customer satisfied well, leads you to your next customer. The brand experience starts today in how you answer the phone, reply to the online enquiries, book your face to face appointments and present in your listing presentation.
The more you define the experience, the more valuable you become. So you can worry about the competition all you want, or you can separate and worry about the customer.
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