The question is which experiences really count

[rochon.a1.119]

And within this, the first obvious truth is that we no longer buy products and services, but experiences.

We want to be part of experiences that contribute something to our biography, if not to our identity.

This is a trend that has been observed almost since the beginning of this century, and it will probably continue for quite some time.


And there are two absolutely fundamental keys here.

First of all, we are won over by those experiences that awaken netherlands phone number list positive emotions in us. In other words, we don't even buy experiences, we buy emotions.

On the other hand, we are also won over by those experiences that have a suggestive and well-crafted narrative and that, in addition, fit with our biographical itinerary, that is, they fit with us and therefore make it easier for us to identify with them.

Bottom line: half of customer experience is made up of emotions, and the other half is made up of narratives.