I had an unplanned collaboration with Ken Lazar (Principal/ Ability Professional Network) and we talked about the customizable experiences. The movement away from mass production and toward the customizable experience for customers.
Here are some examples of the customizable experience:
Amazon– When you buy an outfit on Amazon you get the exact size, shape, color, brand, and item you are searching for. This is a customizable experience.
Brick and Mortar– When you buy an outfit at the mall you may or may not find the exact size, shape, color, or brand you are searching for. This is a mass production experience.
Wendy’s– When you go to Wendy’s and purchase a drink from the Coke dispenser you can customize your drink. For example, you can chose Coke, Diet Coke, Sprite, Root Beer, Dave’s Cola and then chose from hundreds of flavorings: cherry, raspberry, grape, etc. This is a customizable experience.
Fast Food– When you go to a typical fast food shop you get the drinks they have on hand: Coke/ Pepsi/ Diet Coke/ Diet Pepsi. This is a mass production experience.
This is where the world is going, customers want real time transactions that are customizable. Are you providing this service for your clients? We need to re-think the customer experience and what our competition is doing. If we don’t, we could be practicing services that are fading away.
*Unplanned collaboration is an impromptu meeting between you and another individual.
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