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July 02, 2010

How to Create a Remarkable Experience

About three weeks ago, the inestimable Jay Ehret, AKA "The Marketing Guy" invited me to participate in a webinar about remarkable customer experiences. Jay's always been great to work with, and this project was no exception.

His Customer Experience Map Pack is an impressive piece of work. Very handy.

The funny thing was that I hadn't seen his part, so I had no idea what he was going to talk about specifically. I just know his work overall pretty well, and I was confident that our ideas would align. As it turned out, besides introducing and explaining how to use the Customer Experience Map, his other major theme was "How to break away from industry norms and create a remarkable experience by framing your business with a metaphor."

My part could be summed up thusly: "Your brand is either the parachute or the pavement; your website is the ripcord."

Enjoy! - Cam Beck

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Comments

Cam, Love that metaphor! And love your advice to explain things in the customer's language. If businesses would just answer your four questions when building their site, the web would be a better place!

Thanks for your contribution to the webinar.

This is really beautiful. I have always loved how the people in this industry really live their craft and believe´╗┐ in their team, and it's´╗┐ so great to see it come alive this way.

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