Creating a Customer Experience
On today’s show we discuss the importance of creating a customer experience and understanding your customer’s POV.
At the end of the show, Glenn quizzes Jodie re: college pranks. Thanks for listening!
Click below to listen to Episode 16 of Season 7.
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Trying to experience your business from the customer/client POV.
Navigation
In the case of B-to-B this could be your website or customer service call center.
Nothing is more frustrating than dealing with a phone tree that never leads to a person or a website where pages are missing (404 page not found, anyone!).
So, take time to approach your communication channels from an outside perspective. Make sure things are easy to find and that a human can be reached at some point.
For brick and mortar, it could be more about the actual layout of a store, the display of sale items, or the welcoming nature of a restaurant.
Is it easy to find what they need (aisle signage)?
Do people know to seat themselves?
Is your store window inviting?
Navigation can also mean the very legitimate concern of accessibility. Back in Season 6, Episode 12 we talked to an ADA expert on what businesses need to know. It’s worth a listen.
DETAILS
Take your owner hat off and experience your business as a customer. Don't go in the side entrance that you normally go in or the back entrance. Once in a while, go in the store and just look at it as if it's new to you, so you don't assume everyone sees what you’re seeing.
With a storefront, is the entrance clearly marked? Sometimes, a store that you just set up and you're so excited to get in business, that you've leased a space that was previously existing and it has two entrances.
If you own a restaurant, do people know to seat themselves when they arrive, or do they have to wait to be seated?
Things are expensive right now, and if a customer wants to go to a restaurant or to do some shopping, and something's wrong, that's going to be more of an issue now because they saved up for the moment, or they’re anticipating the moment.
Resolving Issues
An open line to the problem-solving team members that you have on staff has never been more important for your customers than it is right now.
