In our fast-paced, tech-driven world, there’s one thing that still stands out above all: the power of experience.
Psychology Professor Thomas Gilovich from Cornell University has studied this extensively and found something fascinating — experiences make us happier than material things. Sure, buying something new gives us a thrill… but it fades. On the other hand, investing in an experience brings lasting satisfaction that actually grows over time.
“People often think spending money on an experience is not as wise as buying a possession. But in reality, we remember experiences long afterward, while we quickly adapt to our stuff.”
— Prof. Thomas Gilovich
And it’s not just in our personal lives. For years now, smart companies have been shifting their focus from products to experiences — for both customers and employees.
Blake Morgan, Customer Experience Futurist, puts it simply:
“Customer perception is one of the most valuable aspects of a company.”
That perception is shaped by the experience a customer has with your brand — at every touchpoint. According to Gartner, Customer Experience (CX) is the new marketing battlefield. And for good reason: companies that nail CX see better loyalty, market share, and revenue.
But here’s the twist — it’s not about overhauling everything at once. The magic lies in optimizing key moments in the buyer journey that make a real difference. And to stay relevant in a VUCA (Volatile, Uncertain, Complex, and Ambiguous) world, companies must stay agile and eliminate friction wherever it shows up.
While CX is critical, there’s another side of the coin that’s just as powerful — Employee Experience (EX). Because when your people are engaged, supported, and inspired, it reflects directly in the way they treat your customers.
Professor Michael Wade, Innovation and Strategy expert at IMD, outlines key priorities for leaders preparing for the future:
And it works.
According to Accenture, companies with highly engaged teams are 21% more profitable, and those with excellent EX outperform the S&P 500 by a staggering 122%.
Blake Morgan sums it up perfectly:
“Engaged and empowered employees understand the role they play and naturally want to help customers and create amazing experiences.”
When employee experience improves, customer experience follows. It’s a powerful feedback loop — and it starts from the inside out.
So, what has your organization done in the past year to boost employee and customer experience?
Are you creating a culture where your teams feel responsible — and excited — to make every customer interaction a little better than the last?
If you're ready to start that transformation, let’s talk.
👉 Contact Bee’z Consulting — we help companies build experiences that last.
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