The £3 Customer Experience

What is the value of customer experience?

It gets to that time of the month when a £3 meal deal from one of the local supermarkets becomes essential. Never my first choice but what my baby eats is more important than what I do. Anyway, that aside, I’m lucky to be located in Finnieston and have a choice of where to get my soggy sandwich.

The choices I have are Tesco and Sainsbury’s: Tesco is a five-minute walk and Sainsbury’s ten. They pretty much offer the same deal. You get a choice of sandwiches or wrap, drink and a bar of chocolate or packet of crisps. Not a bad deal really.

They all seem pretty similar and you’d probably think that I wouldn’t mind which one I get my food from. However, you would be wrong. I have a preference, weirdly.

Why do I have a preference, you ask? It’s not down to the sandwich: they have a similar selection in both. The drink I usually get is branded and offered in both stores and I generally just love chocolate so I’m not fussy in that department. Also, nothing to do with distance, I love getting out of the office for a walk at lunch. Think it’s a wonderful way to get much needed fresh air, little exercise and it’s good for your general wellbeing.

My preference is Sainsbury’s, so I tend to walk double the distance needed to effectively get the same lunch I would buy walking half of that.

As you’ve probably guessed from the title (if not, you really should have!) it’s down to the customer experience. Physically the two stores are probably similar in size, the staff are also pretty decent in both, so what is it that I prefer? Sainsbury’s is not cluttered: Tesco’s aisles always seems to be busy with boxes and promotions. There appears to be more light in Sainsbury’s, even though I think both stores have the roughly the same amount of windows. Smell is a big one for me; Tesco, I find, can often smell stale and to be honest I’m not sure if that’s an individual that works there or just the store but that certain smell isn’t appetising. Sainsbury’s doesn’t have that issue.

What is the value of this customer experience? Well, there’s an obvious benefit for Sainsbury’s in the fact they gain when I’m running financially low. To me though you can’t put a price on customer experience and its importance. I believe that’s something that transcends the physical and digital world. Making your store or website cluttered, dark and difficult to find what you want is a bad customer experience.

All it takes is a little consideration to the customer, the most important person in your store or visiting your website, and you will reap the benefit – be it for a £3 meal deal or a mortgage.