Don't you just love instant gratification?
A lot of the traditional retailers, ranging from the Wal-marts of the world, to the independent boutiques throught the cities accross America are constantly trying to find ways to keep their customers from spending their money with Amazon. Buying from Amazon is easy, convenient, and it saves us a ton of our most limited resource: time.
A recent New York Times article explains how these brick-and-mortar stores are investing a lot of resources to raise the bar on Amazon's conveniece factor, by making it possible to buy from them on-line, as in not leaving your home or office, but still having the product in your hands that very same day.
Here's one example from the Times article:
Ivy Wu did not immediately need the navy lace cocktail dress she ordered the other day. But when a representative from Shoptiques, an e-commerce site, arrived at her Midtown Manhattan office with the dress only hours after Ms. Wu, 26, had placed her order, “I was really impressed that it was here,” she said.
Even if the customer doesn't need the product today, the thrill of getting it today can enrich the customer experience.
The things that make a customer experience better, are often something detached from the what the customer is buying.
Customer Experience is not always about what customers want or need. Think outside the product - how can you improve your customers' experience?