How the Experience Economy is shaping customer relations

5 mins

August 09, 2022

By Mark Davis

Key learnings
  • Customers are willing to pay more for a great customer experience.
  • In the Experience Economy, there is a value to the feeling consumers get when they buy goods and services.
  • People are likely to share good customer experiences, both within their network and with strangers on social media…
  • …but people are even more likely to share bad customer experiences.
  • Businesses should focus on how their product makes the customer feel, as purchasing decisions are driven by emotion.
  • Small gestures go a long way to creating moments and experiences that customers can share and remember.

Mark worked for 12 years in broadcast journalism before making the switch to business audiences. A Qontoer since 2021, his focus is on writing copy that speaks frankly and directly to customers.
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