Extracts from “How Tech Makes an Experience Out of Everything”, WSJ.

Insights in how a company roles & relationships can evolve by using tech to focus on experiences.

“WSJ: Where are the biggest openings for experience to make a difference on the bottom line?

Technology is where the opportunity really is, and the melding of it with the old things. And in the technology space, we think of common things like virtual reality, augmented reality, automation, et cetera, which are important. But what I’m thinking of right now is, are there other facets that you don’t look at, but are about the experience?”

“WSJ: Can traditional, analog companies improve experience?

Do you like Muji [the seller of household items and clothes] products? The lead designer there once said that Muji’s philosophy is to not go after what he calls the wow effect, the first impression. He said at Muji we look for the after wow. The after wow is you buy it, bring it home, and after a month say, that’s good. You know? So the after wow is a deeper experience relationship.

Most of what we award is about “wow!” Which doesn’t realize a recurring revenue service. It’s a “Oh, you really marketed to me really well, I bought it, I kind of tired of it, it isn’t useful for me.” So I’m going to be looking for the after wow.”

“WSJ: So do you have to be patient?

Not patient. Logical. Because its only something you can measure in larger time steps. If you’re trying to measure in a quarter, it’s not possible in a product that you’re trying to get people to enjoy for a year or two years or three years.

We have to think of all products like subscription products. Technically everything is a kind of subscription product; if you go to the supermarket and buy apple they want you to come back and buy apples. Nowadays how there are very few one-time products you buy, even homes.”

Let´s make WOW the standard. Together.