Epic customer experience starts before you even realise

Epic customer experience is often a very visible event that a consumer is very much aware of. There is scope to Wow the customer with epic customer experience by meeting their needs before they realise you as the supplier are engaged. Indeed in these instances where the customer journey is in-flight before the consumer is aware epic customer experience is more readily achievable. The world of the "internet of things" gives rise to many opportunities for this. For those not clear on what this is it is most simply put machine to machine connectivity within the World Wide Web.  As an example your fridge recognises you are low on milk so adds this item to your on line shopping list.  A great example of this I was discussing recently was linked to the technology now being manufactured in cars that have built in SIM cards and can communicate directly without any phone sync. This means your car can book in the service it needs on its own, it can notify your insurer if it realises it has been in an accident, it can alert the police in the event of a break-in. Science fiction?  Not any more. This is all achievable today and will be standard to most of us in 5 or 10 years time. What this means is your customer experience may be starting before you even realise and for those firms at the forefront of this they will be delivering epic customer experience.