People Buy Experiences not Products
Becoming an experience driven business is not easy, Jim Collins in his book ‘Good To Great’ captured this quite well, he coined the term the Flywheel Effect. It’s a bit like what transforming your business to be customer experience is like, at the start you have to use a great deal of effort to get the flywheel to inch forward. You keep pushing and, after a while you get the flywheel to complete one turn. You keep pushing, and it does two turns, three turns, until at some point the momentum of the thing kicks in in your favor and its own weight starts working for you.