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    Botswana’s women boxing on the rise 

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    Darts Expects Only P50K from BNSC for 2023/24

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      Botswana’s women boxing on the rise 

      Boxers Finally Receive their Prize Money from 2022 African Championships

      Darts Expects Only P50K from BNSC for 2023/24

      Darts Expects Only P50K from BNSC for 2023/24

      Botswana athletes to train in USA

      Botswana athletes to train in USA

      Debswana’s BAA Sponsorship Plays Critical Role in Developing BW Athletics – Theetso

      Debswana’s BAA Sponsorship Plays Critical Role in Developing BW Athletics – Theetso

      Boxers yet to Receive Prizes from 2022 African Boxing Championships 

      Boxers yet to Receive Prizes from 2022 African Boxing Championships 

      April will see 2nd Instalment of Summer Kids Marathon

      April will see 2nd Instalment of Summer Kids Marathon

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      Home Columns Banking Metamorphosis

      What matters most: The customer’s experience

      Business entities and product designers must therefore devote their energies to creation of products that change consumer experience to make it better.

      Gomolemo Manake by Gomolemo Manake
      August 15, 2022
      in Banking Metamorphosis
      Reading Time: 3 mins read
      0
      The service colloquy: the softer does matter too
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      Modern-day great thinkers in marketing postulate that brand implements, although important, are just the tip of an iceberg.

      The real test of a brand’s strength is precisely how consumers perceive it and the emotions it evokes from in consumers. For most consumers, products and services are viewed in the same light and are not just products to be taken off the shelves. There has to be a good feeling and a great experience derived from using or interacting with them. Every-day occurrences and observations exhibit vital clues because most business entities proclaim their existence through   the products they offer.

      This is okay, but many stones are left unturned and some serious opportunities are missed, ab initio. But if   the hearts and minds of consumers are touched, the whole ball game changes.  Only a few, if not none, fully understand why they do what they do, and it is not necessarily the pursuit of profit but creation of priceless experiences and memories. Equally, the values, beliefs and the whole machinery of such entities   move in unison to   attract and  retain customers, which can only be achieved if there is   a plethora of great experiences.

      Let’s take Apple, for an example, a company well known for creating great products. Let’s pause a bit and dissect the word “great.” What does it really mean?  Does it mean user-friendliness of the products they make, their price tag or the very fact they are always ahead of the pack? I think the secret of Apple has always been their approach, which is different from their competitors. The point is that the engineers responsible for creating    Apple products actually make them for themselves. Whatever they design, it has to be something that really creates a good feeling to a point that they personally couldn’t live without.

      We all think Apple is the most innovative company. Well, not quite. Apple has simply mastered the art of creating experiences. Yes, Apple did invent the first commercial PC with the Apple II and the Mac improved on PCs with a graphical user interface and mouse input. But since then, all of Apple’s other products have been recreations to already existing products. Apple did not invent the MP3 player; it reinvented it and made it better. Apple did not invent the smartphone; it reinvented it and made it better. Apple did not invent the tablet; it reinvented it and made it better. By “better” I mean better experiences that a consumer derives from using Apple products that make you give or throw away the gadget you have been using.

      Business entities and product designers must therefore devote their energies to creation of products that change consumer experience to make it better. It is only a great feeling and experience that will propel a customer towards a certain brand, return for a repurchase or recommend your products or your brand to others. The Achilles heel for most business entities is the fact that their products or services are designed or launched in response to several business factors. Fair enough, no one wants to get left behind, but the behemoth to the bottom line is   products that capture the hearts and mind of consumers. That is what everything boils down to – making customers feel some magic and more. This much-needed magic is today’s game changer; that much-needed competitive advantage in an era of  the  ever-changing consumer.

      “People don’t buy what you do, they buy why you do it. ” Simon Sinek, 2009


      Let’s interact

      LinkedIn: Gomolemo Kololo Manake

      e-mail: gomolemo.manake@icloud.com

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