Your checklist for building a great customer experience for your business…

Your customers’ experiences of your products, services and business reflect everything your business does and does not do.

When you take customer experience seriously, you will earn the right to a sustainable competitive advantage – loyal customers, positive feedback and a boost in growth and profits.

Remember, get customer experience right and customers will shout good things – good things about your business.

Customer experience work is a valuable undertaking. Doing it alone is possible, 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 – half a day, off site

2. Clarify the 1, 2 or 3 customer group profile(s) on which you want to focus – 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. Break down the stages and steps of customer interaction to identify specific areas of improvement – determine what changes need to be made to improve the customer 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!