The three attributes that every user experience should have
Posted: Mon Dec 23, 2024 10:44 am
Unparalleled. Memorable. Addictive. These are the attributes that every consumer experience should have.
More than 20 years ago, Thomas J. Peters and Robert H. Waterman, Jr. wrote a landmark book called "In Search of Excellence," which concluded with eight forward-looking principles of excellence that all companies should implement. Since then, thousands upon thousands of books have been written on the same or similar topics.
But all the conclusions from all those books can be summed up in that if we manage to give our clients an Unrivaled, Memorable and Addictive experience, we will have done so many good things that we will inevitably have gone through the processes described in all those books.
But what do these three words really mean?
Unmatched : Refers to providing an experience that only one all mobile number list person can offer. This could be a guaranteed lowest price, a unique product, an exclusive experience, etc. Something that no one else can replicate identically.
Memorable : refers to the experience being unique, not only for the product or service itself, but also for the environment of the experience. They surprise me, they consider me, they ask me for advice, they value me, they give me something unexpected, etc.
Addictive: refers to the experience being so complete that when faced with a similar need for the same good or service, I have no doubts about starting with that seller. For example, I am "addicted" to Amazon and Trip Advisor because before buying or contracting something I like to explore the experience that other people have already had, and these two sites provide a large number of testimonials (reviews, customer average reviews, etc.) for each product or service.
For example, for the "most culés", being a Barcelona fan is a complete experience. They play in an UNRIVALED way, they break records and win championships, creating a MEMORABLE experience and they also carry out membership campaigns in maternity wards so that every Catalan becomes a member from birth and thus ensure the ADDICTIVE component that will accompany them throughout their lives.
But this applies to anything. We can use this filter to analyze any experience. From the experience we get from a dentist to eating a pizza in the most modest of bars. From a sightseeing tour to the experience with a real estate agent when buying a property. How many times have we not seen several restaurants next to each other and one is full and the one next to it empty? Let's analyze this situation with these filters and see where one is right and where the other fails (generally it is not the food itself but everything else that makes up our experience there).
Are we really doing everything necessary in our respective companies to ensure that our customers have an unparalleled, memorable and addictive experience?
If all our experiences were like this, the world would probably be very boring, but it would certainly be much more rewarding.
More than 20 years ago, Thomas J. Peters and Robert H. Waterman, Jr. wrote a landmark book called "In Search of Excellence," which concluded with eight forward-looking principles of excellence that all companies should implement. Since then, thousands upon thousands of books have been written on the same or similar topics.
But all the conclusions from all those books can be summed up in that if we manage to give our clients an Unrivaled, Memorable and Addictive experience, we will have done so many good things that we will inevitably have gone through the processes described in all those books.
But what do these three words really mean?
Unmatched : Refers to providing an experience that only one all mobile number list person can offer. This could be a guaranteed lowest price, a unique product, an exclusive experience, etc. Something that no one else can replicate identically.
Memorable : refers to the experience being unique, not only for the product or service itself, but also for the environment of the experience. They surprise me, they consider me, they ask me for advice, they value me, they give me something unexpected, etc.
Addictive: refers to the experience being so complete that when faced with a similar need for the same good or service, I have no doubts about starting with that seller. For example, I am "addicted" to Amazon and Trip Advisor because before buying or contracting something I like to explore the experience that other people have already had, and these two sites provide a large number of testimonials (reviews, customer average reviews, etc.) for each product or service.
For example, for the "most culés", being a Barcelona fan is a complete experience. They play in an UNRIVALED way, they break records and win championships, creating a MEMORABLE experience and they also carry out membership campaigns in maternity wards so that every Catalan becomes a member from birth and thus ensure the ADDICTIVE component that will accompany them throughout their lives.
But this applies to anything. We can use this filter to analyze any experience. From the experience we get from a dentist to eating a pizza in the most modest of bars. From a sightseeing tour to the experience with a real estate agent when buying a property. How many times have we not seen several restaurants next to each other and one is full and the one next to it empty? Let's analyze this situation with these filters and see where one is right and where the other fails (generally it is not the food itself but everything else that makes up our experience there).
Are we really doing everything necessary in our respective companies to ensure that our customers have an unparalleled, memorable and addictive experience?
If all our experiences were like this, the world would probably be very boring, but it would certainly be much more rewarding.