How To Create A Killer Customer Experience

Download How To Create A Killer Customer Experience

Post on 15-Feb-2017

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<ul><li><p>HOW TO CREATE A KILLER</p><p>EXPERIENCE</p></li><li><p>What are you doing today that is effectively adding value to your </p><p>customer experience?</p></li><li><p>You might be able to gain new customers with a quality product, but you wont be able to retain them with </p><p>a poor customer experience!</p></li><li><p>Yet a lot of frustrated customers wont let you know </p><p>that you suck</p><p>theyll just tell everyone else and never come back.</p></li><li><p>So how do you ensure your customer experience </p><p>is awesome</p><p>?</p></li><li><p>Become a customer yourself!</p></li><li><p>STEP 1Study your </p><p>competitors customer </p><p>experiences</p></li><li><p>Pretend you are a big prospect at the beginning of the customer journey.</p></li><li><p>Leave all biases behind and </p><p>decide which competitor catches your </p><p>eye.</p></li><li><p>If practical, complete your journey to purchase and</p><p>document your entire experience.</p></li><li><p>Take note of the positives, neutralities, and negatives.</p></li><li><p>What frustrates you?</p></li><li><p>What makes you happy?</p></li><li><p>Create and fill out a surveySTEP 2</p></li><li><p>Break down your experience into single interactions. </p></li><li><p>Rate each interaction.</p></li><li><p>Would you refer a friend based </p><p>on the customer service received?</p><p>FOR EXAMPLE:</p></li><li><p>Repeat the study and survey for all your direct competitors.</p></li><li><p>Evaluate your companySTEP 3</p></li><li><p>Engage the same touch points </p><p>with your company. </p></li><li><p>Fill out the survey</p><p>compare to your competitors.</p><p>&amp;</p></li><li><p>Send the survey to your actual customers for real feedback.</p></li><li><p>How does your customer experience rank against your perceptions?</p></li><li><p>Improve your customer experience STEP 4</p></li><li><p>Target where your competitors </p><p>can be imitated </p><p>and exploited.</p></li><li><p>Quickly improve your weaknesses by modeling after </p><p>your competitors </p><p>strengths.</p></li><li><p>Strengthen your key differentiators to further stand out.</p></li><li><p>Get rid of low value processes and</p><p>simplify the customer experience.</p></li><li><p>STEP 5</p><p>Continue to evaluate and </p><p>improve</p></li><li><p>Send out the survey every 6 months to assess and pivot.</p></li><li><p>If not maintained, the perception of your company will change.</p></li><li><p>And someone else who thinks about your customer everyday</p><p>will satisfy their needs. </p></li><li><p>Will that be you?</p></li><li><p>Learn more by downloading the 25 Must </p><p>Haves To Supercharge </p><p>Your Customer Experience, at clutch.com/25</p><p>Must Haves To Supercharge Your Customer Experience</p><p>25</p></li><li><p>If youre a B2C marketer ready to take your customer experience to the next </p><p>level please contact us on the next page. </p></li></ul>