When in the buying and usages process do you create a unique customer experience?

After defining the customer value, positioning and price level, the final step in defining your offer is designing the experience cycle. The total customer experience from the first time they notice you and until they dispose of or renew their purchase.

It is difficult to create a product that can’t be copied, but if you can create a more service oriented customer experience, it will build a closer relationship and be more complicated to copy.