On the sixth day of Christmas my true love sent to me
A flawless customer experience
See things through your customers’ eyes
Take a step from behind your desk, counter, office, or wherever you use as your base to conduct business and take a look from your customers’ perspective.
At every step…..
Think about every touch point on your customers’ journey; starting from finding out about you e.g. through search engines, directory listings or review sites, making enquiries via your website, phone or calling in, booking, ordering, visiting, etc, right the way through to follow up, after care or repeat purchases.
Take that step back and detach yourself from your business and review every stage as a customer.
Better still ask others to do this; start with your team; you’ll be amazed what they pick up on. Even better, enlist the help of a mystery shipper. But PLEASE don’t get defensive or make excuses. If something doesn’t work well, fix it!