"We are a collage of our interests, our influences, our inspirations, all the fragmentary impressions we've collected by being alive and awake to the world. Who we 'are' is simply a finely curated catalog of those."
- Maria Popova
Like the art of collage, experiences are actively created and include many interconnected layers. The moments that matter for your customers, including all the peaks and valleys on their journey, are pieces in your Experience Collage™. By clustering them together, you can interpret more meaning about them. You can then turn these insights into action, adding more pieces to help you design a better, more robust customer experience. We'll work with you to build your own Experience Collage™ and create relationships that move beyond the product and service.
Let's dive deeper into the significance of each quadrant of The Experience Collage™:
Usage Quadrant: This quadrant delves into how customers interact with your products or services. It focuses on understanding the customer's engagement with your brand, whether through your website, mobile app, or physical products. Key aspects include identifying the features that deliver the most value to customers and understanding how these elements reinforce their propensity to engage with your brand. The goal is to ensure that your product or service excels in delivering its core promises to foster repeat engagement and positive word-of-mouth.
Meaning Quadrant: Human beings inherently seek meaning in their experiences, often narrating these experiences through personal stories. This quadrant explores the underlying stories and metaphors customers associate with their interactions with your brand. It's about tapping into these narratives to forge a stronger emotional connection, enhancing brand loyalty and advocacy. Understanding and aligning your CX with these personal narratives can transform a routine interaction into a meaningful and memorable experience.
Sharing Quadrant: Many customer experiences are shared with others, whether at social gatherings, through gifts, or via shared shopping experiences. This quadrant examines the social aspect of your customer journey, focusing on how customers share their experiences with your brand. In today's digital world, understanding and facilitating these shared experiences can amplify customer engagement and extend the reach of your brand through organic social influence and experiential marketing.
Community Quadrant: This quadrant is about creating experiences that go "beyond the product" to foster a sense of community among your customers. It examines how your brand can spark deeper, more meaningful interactions that encourage social sharing and community building. By focusing on creating experiences that resonate at a deeper level, this quadrant helps in driving brand advocacy, trust, and a stronger sense of belonging among your customers.