The Misunderstanding of Customer Experience: Why Getting It Wrong Can Cost You


Hey folks! Let's cut to the chase. Everyone's talking about customer experience, but do we really get it? Time to set the record straight.


1. What Experience Isn't


First off, experience isn't some vague, abstract concept. It's a collection of feelings during a specific time. And feelings? They're your take on the emotions you felt. Emotions are your body's reaction to something it sees as an opportunity or threat. No fluff, just facts.


2. The Trigger Trap


Triggers are things that demand immediate attention. They could be real or just in your head. But here's the kicker: misunderstanding triggers can derail the whole experience.


3. Storytelling vs Narrative


If you're in the "experience" game, listen up. Narrative is just a sequence of events. A story, on the other hand, is a crafted journey of emotional highs and lows. Get this wrong, and you're missing the point.


4. Beats: The Unsung Heroes


Beats are shifts in feelings, good or bad. Linking beats into a compelling story shapes how the experience is remembered. And no, it's not as simple as following a template like the Hero's Journey.


5. Improv, Not Amateur Hour


Delivering top-notch service is more like quality improv than a scripted act. You need killer listening and reacting skills. Think of it like stand-up comedy; you've got to handle the unexpected with flair.


6. The Must-Haves for Execution


Here's what you need to nail it:


  • Active Listening: Use all your senses. If you're close enough to smell and taste, you're too close!
  • Authentic Responses: Tailor your actions to enhance the experience, not deceive.


7. The Confidence Conundrum


To do this well, you need absolute confidence in your expertise. This isn't about blind belief or following the boss. Especially in fields like physical health, you've got to dig into primary research yourself.




Misunderstanding customer experience isn't just a minor mistake; it's a costly error that can hurt your business. It's time to get it right, and that starts with understanding what experience really is—and isn't.