The Magic of Exceptional Customer Experience Strategy
- Strategic insight. Joe Pine’s analogy elevates customer experience strategy to the level of theater, emphasizing the need for well-scripted interactions.
- Journey details. Episodes, scenes, and acts in a theater performance parallel the customer journey, offering businesses a blueprint for crafting significant moments.
- Disney magic. Crafting unforgettable scenes is crucial for delivering an exceptional customer experience, as showcased by Disney’s ability to create lasting memories.
In Joe Pine‘s influential book, “The Experience Economy,” he introduces a captivating perspective: the idea that the customer experience is analogous to theatre.
This analogy shines a spotlight on how businesses can create magical moments for their audiences by structuring their interactions into episodes, scenes and acts, complete with front stage and backstage actors.
Let’s explore this enchanting analogy and discover how it transforms the customer experience strategy into a remarkable performance.
Episodes: Crafting the Narrative in Customer Experience Strategy
In theatre, a performance is divided into episodes, each contributing to the overall narrative. Similarly, the customer experience strategy comprises distinct episodes, each with its purpose and significance.
*Example: Starbucks, the coffee giant, excels in creating customer episodes. From the moment customers enter, they embark on a sensory journey: the aroma of coffee beans (the opening scene), personalized order taking (engagement) and enjoying their coffee in a cozy atmosphere (experience). Each episode is carefully designed to enhance the overall narrative of indulgence and comfort.
Related Article: Allow Customers to Control Their Narratives for Improved CX
Scenes: Setting the Stage
Scenes in a theatre production are like individual acts, each contributing to the broader story. In customer experience strategy, scenes are the pivotal moments where emotions are heightened and memories are etched.
*Example: Disney, known for its exceptional customer experiences, crafts unforgettable scenes. A child meeting their favorite character (a heart-warming act) or witnessing the nightly fireworks show (a grand finale) are scenes that leave a lasting impact. These moments become the essence of the Disney experience.
Related Article: Storytelling Drives the Modern Customer Experience
Acts: The Grand Performance in Customer Experience Strategy
In a theatre performance, acts are the major segments that create a structure for the narrative. Acts in the customer experience strategy represent key phases that customers journey through, from initial contact to post-purchase engagement.
Example: Apple, renowned for its seamless customer experience, divides its acts into stages like awareness, engagement, purchase and post-purchase support. Each act contributes to the overall “Apple story,” emphasizing innovation, simplicity and quality.
Related Article: Customer Journey Mapping: A How-To Guide
Front Stage vs. Back Stage: Behind-the-Scenes Magic
In theatre, there is a clear distinction between front stage (visible to the audience) and backstage (hidden from view). In customer experience strategy, this distinction involves the employees and processes that directly impact customers (front stage) and those that support these interactions (backstage).
Example: Luxury hotels like The Ritz-Carlton create a seamless customer experience by ensuring a sharp divide between front stage (the attentive staff, elegant lobby) and back stage (the efficient room service, maintenance). This clear division allows guests to enjoy a flawless experience.
Customer Experience Strategy: The Magic of It All
Just as theatre productions are remembered for their captivating performances, businesses can create magic in the minds of their customers by orchestrating memorable experiences. A customer experience strategy, when approached as a theatre production, becomes a carefully scripted and choreographed journey.
By understanding the power of episodes, scenes and acts, as well as the importance of front stage and backstage actors, businesses can craft experiences that are not just transactions but enchanting performances. These magical moments resonate with customers, leaving them eagerly anticipating the next act and making them loyal patrons in the grand theatre of customer experience strategy.
Joe Pine’s analogy invites us to unlock the full potential of our businesses by turning every interaction into a captivating scene that leaves customers applauding for more.
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