How to create a unique customer experience?

I think this is a question that many marketers have pondered for decades. In my opinion, your product’s or service’s customer experience is similar to your “moat” ,as Charlie Munger puts it, in the case of a business. It what “decomoditizes” your product or service.

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Here are few interesting ways to WOW your customer:

  • Think outside the box. The Ritz Carlton is know for going above and beyond to create exceptional customer experiences. They know that most of their interactions will be run of the mill ones, but they chose to capitalize with the following guest:
    • A guest with down syndrome was a guest at the St. Louis location staged VIP exit so that that the guest who was fascinated with security work can take part in the security arrangements. The young man was asked to helped and given a bade, a walkie-talkie, and allowed him to ride in the escort vehicle. How is your business competing with this level of service?!
    • How to apply this to your Airbnb:
      • Have something guest don’t expect:
        • free food in the fridge
        • A jet ski to use at your leasure
        • Welcome fruit basket
        • Thank you and goodbye basket
        • A tour with a local native/aboriginal/farmer
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  • Turn the experience on its head by making the experience more immersive
    • Launramats are adding food and coffee stores
    • Barnes and Noble is rolling out restaurants within some stores
    • Car dealerships have doughnut shops on the premis
    • How to apply this to your Airbnb:
      • A telescope that allows you to view the sky
      • A smart home (e.g. google home)
      • Extra amenities that help people achieve their vacation goal – relaxation (yoga room, meditation room, TV room, incense, color changing lights, relaxing music)

Next time we will discuss two other methods:

  • Give a captive audience something captivating
  • Make a connection

Please let me know how I can improve


Hadi is Honours civil of engineering graduate with solid project management experience in the construction industry. Solutions-focused, results-oriented with strong business acumen and entrepreneurial spirit. Currently, he is working as an assistant site-superintendant with Darcon Inc. at one of Vaughan's biggest developments, Centro Square.

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