Are You Starbucks or Amazon? How Technology Mediates Customer Experience

Morning

We’ve been receiving a lot of positive feedback lately about our weekly business blogs and we’d like to thank you for being a part of it.

To be honest there is not a lot of thought that goes into it other than what we experience with our customers on a weekly basis and the team would say “hey that’s a good blog for next week”

Recently we have noticed that businesses are trying to value themselves as a technology company but, they are a purpose lead company.

Using Technology to Benefit Customers

Mature companies like Starbucks are trying to value themselves as a technology company however the reality is they are a purpose lead company meaning it’s the experience that made them famous to begin with.

For example, the barista knows your name and how you like your coffee and you get to hang out with your mates for as long as you want so it become a real social experience.

Technology can sometimes remove the experience therefore if you get your coffee delivered then you don’t have a relationship with your barista.

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