There would be days when we wouldn’t, however, have had the best of experiences. The price may be too high, the quality insufficient, or even the preferred alternate may be missing. Again, we might just choose to delay the purchase at a whim – nullifying the shop assistant’s efforts to make a sale.
Experience quotient this time around – not very high!
And then, there could be those seemingly terrible days with no one attending to us in the first place. And when they do, they don’t really seem to care about what we want – attempting to sell only what they have. The customer is left to fend for themselves, with no one to handle queries. Frustrating – but true.
All these experiences find a parallel in the digital world. We may get what we are looking for right away, or we may end up searching for hours and not find what we are looking for.
Support may be inadequate or missing, underscoring a feeling of helplessness, frustration, and annoyance.
But come to think of it, how many times have we had the pleasure of using intuitive and brilliant apps which streamline and ease our digital-driven buying journeys? And how many times have we had to deal with an app that clearly tests patience? In the case of the latter, we might have thought that it would have been better to do the task physically than relying on the virtual storefront/task platform.
In the digital or virtual world, customer or user experience can be treated as one and the same.
