09 Nov Your checklist to build a great customer experience for your business
Your checklist to build a great customer experience for your business
Your customers’ experience of your products, services and business reflects everything your business does and does not do.
When you take it seriously, you will earn the right to a sustainable competitive advantage, loyal customers, positive feedback and a boost in growth and profits.
Remember – get it right and customers will shout good things – good things about your business.
Customer experience work is a valuable undertaking. Doing it alone can work, but it works much better if you get more of your people and even (if you can) some customers involved.
1. Set team time aside to work through your customer experience – ½ a day, off-site
2. Get clear on the 1, 2 or 3 customer group profile(s) you want to focus
on – every group is different, but you will see obvious groups around which you can build a world-class customer experience
3. Work out 2 or 3 customer scenarios that have the biggest impact on your sales – use the 4-part ‘mental reconnaissance’ framework to guide you
4. Breakdown the stages and steps of customer interaction to identify specific areas of improvement – what changes need to be made to improve your customers’ experience at each stage
Because your customers’ experience of your business interactions ultimately determines how much and how often they buy from you and recommend you, this work can transform the results of your business!
Click here to access our Business Bitesize library that includes our downloadable “Winning Customer Experience” report and see what happens to your customer reaction and sales results when you make customer experience a priority in your business.