So much is said about the Internet changing the face of advertising, but this quote (above in the title) from a customer we interviewed many years ago is so right and shows perfectly how the Internet has changed everything in marketing. And by marketing I mean all the Ps (product, price, place and promotion).

User experience (or customer experience) has gained so much weight in the corporate world, perhaps because it got to mean company experience. Even if an organisation does not sell anything directly on the web, it’s online presence alone has the power to add stars to its brand perception (to customers, partners, investors…) or to erode it.

No modern company can afford to consider it’s web presence lightly or just accessory as components of interactive marketing and customer experience become one thing:

What goes through your customers mind if you offer them a satisfactory  user experience:

Perception:  This company knows their business – They are smart, competent, trustworthy and aware of customer’s needs.
Result: Yes, I’ll buy your product, come back for more, tell my peers about it – thanks a lot!

What goes through your customers mind if you offer them a disappointing  user experience:

Perception: The people behind this company are incompetent and not to be taken seriously – They are clueless, clumsy, negligent and don’t value their customers enough.

Unless the company is a monopoly (which happens!), the result would be loss in sales, traffic, brand equity, whatever is important to the organisation’s bottom line.

Interactive marketing means much more than banners and search engine tactics. It is 100% intertwined with your customer’s experience and should be thought of as part of a long term business strategy.