Its all in the experience

1. The author clearly emphasizes the importance of an experience. At time it seems that he believes the experience itself is more influential in customer satisfaction than the product itself. The main points that he makes include focusing on little things that he calls “trigger points.” Figure out what it is that customers want the most and give them that, and they will often overlook other things. Also, the packaging or presentation of your product can be an experience, Cold Stone Creamery for example. He recommends making shopping experiences a journey, and emphasizes authenticity. Lastly, he speaks of “merit badging” which basically involves making a product or experience stand out with a pin or something symbolic that a customer can achieve. This may influence them to continue to come to your store, hotel, etc.
2. The design of an experience must be appealing, and enjoyable; however I believe that the design of a product can be just functional and still accomplish its goal where as an experience must be more than just functional. An experience must appeal to one in a more visceral way. In one sense I am saying that both products and experiences must be provided, and marketed effectively, but a product does not necessarily have to be viscerally appealing to be successful unlike an experience which must be both functional and viscerally appealing.
3. I thought that a trip to an outdoor rink for a skating trip would be fun and free. The money could go towards hot chocolate or coffee, and transportation.