How to Deliver a GREAT Customer Experience

As a fast-food customer have you ever felt your own experience fluctuate based on which fast food company or branch you walked into? Did one fast food restaurant serve you in a more friendly way, quicker, with less mistakes and/or better-quality food?

The above example refers to your customer experience and represents the blending of all touchpoints or interactions you have with a particular fast-food restaurant or any other type of business – it also determines how your customer experience will be perceived, whether positive, negative or somewhere in between.

Based on research from Gartner, “64% of consumers indicate that the customer experience is more important than price when it comes to the brand they choose.” From a business standpoint, we want customers to have favorable and memorable experiences with us so they feel more loyal to us and more willing to return and refer.

Additionally, listening to and taking care of your customers makes plain business sense:

• Customers are likely to spend 140% more after a positive experience than customers who report negative experiences. *

• Customers tell an average of nine people about a positive experience with a brand, but they tell 16 people about a negative experience. *

• 77% of consumers view brands more favorably if they seek out and apply customer feedback. *

To create an outstanding customer experience, you’ll need to put yourself into your customer’s shoes and consider their feedback to better understand their unique needs, wants and expectations.

AJC is here to help. Our highly interactive customer experience mapping (CX) workshops will:

• include discussions on how to collect and use the voice of your customers

• identify customer profiles (personas)

• help your team assess your current customer feedback and gain a more customer-centric perspective

• enable your teams to step outside the box and review industry-wide best practices

• clearly define current state processes, highlight key customer interactions, touchpoints and pain points

• lead a brainstorming and ideation session to flush out ways to bring your brand promise to life for your customers now and into the future

• outline a plan to reach a more customer-responsive future state process

• recommend ways your team can better meet customer expectations

Through a series of exercises, your team will develop customer personas and then identify key components that would positively impact that customer’s experience. By building customer journey maps (also called customer experience maps) for key processes, gaps in customer experience will rise to the top and the team we will brainstorm short-term and long-term solutions.

Figure: Example of Customer Journey Mapping Exercise

Pulling together a diverse group of your employees who provide support along the customer journey allows everyone learn to collaborate and communicate cross-functionally and be focused and aligned on a common goal. 

To learn more, book a meeting with us or fill out our Contact Form.

*Forbes: 50 Stats That Prove the Value of Customer Experience