Lately, I’ve been seeing and hearing a term that I really like – ‘Borderless Experience’.  I don’t know who originally coined it, but the overall concept is definitely not new.  It pretty much boils down to how you engage perspective clients, escort them through the process of realizing the value of your product or service and move them to a transaction without getting in your own way.  This used to be the domain of the large corporations with their corresponding advertising agencies but all that has changed.  With the advent of social networking, review sites, web-based software and affordable mobile devices, anyone can get real-time information and references for your business.  But can they book your services, real-time, once they have that information?  

Let me give you an example of something that I recently witnessed on Twitter.  Two women that I follow on Twitter were having a conversation in the evening about hair color.  When one of the women tweeted how much she loved her new color, the other asked for her stylist’s name.  The first woman relayed her stylist’s name along with a link to her website while also mentioning that her services could be scheduled online.  8 minutes later, the 2^nd woman returned to the conversation proclaiming that she had just booked an appointment - online.  In the span of 8 minutes, she went to the stylist’s website from Twitter, checked out her services, booked her appointment and returned to the conversation.  All while the salon was closed.  That is a borderless experience.  Nothing stood between that person’s impulse to schedule an appointment and the immediate gratification she got by being able to schedule it online at 10pm in the evening.

Are you offering your clients a borderless experience?