How To Create A Killer Customer Experience
Post on 15-Feb-2017
HOW TO CREATE A KILLER
What are you doing today that is effectively adding value to your
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
Become a customer yourself!
STEP 1Study your
Pretend you are a big prospect at the beginning of the customer journey.
Leave all biases behind and
decide which competitor catches your
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?
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
Quickly improve your weaknesses by modeling after
Strengthen your key differentiators to further stand out.
Get rid of low value processes and
simplify the customer experience.
Continue to evaluate and
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
If youre a B2C marketer ready to take your customer experience to the next
level please contact us on the next page.