Redefining the Customer Experience

People begin by searching online for cameras noting the benefits of certain makes, models, features and prices. They follow up with a shortlist of cameras that they want to touch, feel and see. They then walk into a store, keeping the shortlist handy, explore a bit and eventually make a decision on which camera they like most. They buy it, bring it home, open the package, and find the battery missing from the package. The experience any customer receives is not just what the brand owner scripted for the customer, it was outcome-based that resulted from personal interactions and was almost exploratory in nature.