How To Create A Killer Customer Experience

Download How To Create A Killer Customer Experience

Post on 15-Feb-2017

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  • HOW TO CREATE A KILLER

    EXPERIENCE

  • What are you doing today that is effectively adding value to your

    customer experience?

  • You might be able to gain new customers with a quality product, but you wont be able to retain them with

    a poor customer experience!

  • Yet a lot of frustrated customers wont let you know

    that you suck

    theyll just tell everyone else and never come back.

  • So how do you ensure your customer experience

    is awesome

    ?

  • Become a customer yourself!

  • STEP 1Study your

    competitors customer

    experiences

  • Pretend you are a big prospect at the beginning of the customer journey.

  • Leave all biases behind and

    decide which competitor catches your

    eye.

  • If practical, complete your journey to purchase and

    document your entire experience.

  • Take note of the positives, neutralities, and negatives.

  • What frustrates you?

  • What makes you happy?

  • Create and fill out a surveySTEP 2

  • Break down your experience into single interactions.

  • Rate each interaction.

  • Would you refer a friend based

    on the customer service received?

    FOR EXAMPLE:

  • Repeat the study and survey for all your direct competitors.

  • Evaluate your companySTEP 3

  • Engage the same touch points

    with your company.

  • Fill out the survey

    compare to your competitors.

    &

  • Send the survey to your actual customers for real feedback.

  • How does your customer experience rank against your perceptions?

  • Improve your customer experience STEP 4

  • Target where your competitors

    can be imitated

    and exploited.

  • Quickly improve your weaknesses by modeling after

    your competitors

    strengths.

  • Strengthen your key differentiators to further stand out.

  • Get rid of low value processes and

    simplify the customer experience.

  • STEP 5

    Continue to evaluate and

    improve

  • Send out the survey every 6 months to assess and pivot.

  • If not maintained, the perception of your company will change.

  • And someone else who thinks about your customer everyday

    will satisfy their needs.

  • Will that be you?

  • Learn more by downloading the 25 Must

    Haves To Supercharge

    Your Customer Experience, at clutch.com/25

    Must Haves To Supercharge Your Customer Experience

    25

  • If youre a B2C marketer ready to take your customer experience to the next

    level please contact us on the next page.