Winning Customer Experience
Secure your business success - take your customer experience seriously...
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Customer Experience can make or break your business, time to take it seriously
The future of your business depends on your customer experience
Learn the importance of customer experience to the future of your business
Because you value your business, value your customer experience
Why risk the future of your business, time to take customer experience seriously…
Make your customer experience the most important factor in the future of your business
Customer Experience can make or break your business, follow the example set by Sainsbury’s…
Start taking customer experience seriously in your business, like Sainsbury’s did…
How can a 3-year-old help your business improve its customer experience?
What can you learn from Sainsbury’s about the value of customer experience?
Because your business matters to you, make your customer experience matter too
Give your business the edge over your competition by focusing on customer experience
Make customer experience the top priority in your business
Why risk the future of your business – don’t leave your customer experience to chance…
Invest in your business and your customers by reviewing your customer experience
Get clear on the importance of customer experience to the future success of your business
Don’t allow your business to be left behind by not reviewing your customer experience
Your customers matter to you so improve the experience they have with your business
Can you afford to get beaten by your competition because you did not invest in customer experience
What happens to your business when your competition invests in customer experience, and you don’t?
Great customer experience ensures loyal and committed customers
Identifying your customer groups will ensure you deliver a winning customer experience
Reduce the stress for your customers focusing on a winning customer experience
Different scenarios for your customers also mean a value to your customer
Ensure your customer experience reflects the identity of your customer
You deliver great customer experience when you understand your customers objectives
Start to understand your customers objectives and you will improve your customer experience
When you deliver on your customers objectives you deliver a winning customer experience
Great customer experience will satisfy your customers’ higher objectives
4 helping hands to winning customer experience
Put your customer experience front and central in your business with this checklist
What happens when you invest time with your people to implement the customer experience checklist
Gain competitive advantage by using this checklist to invest in customer experience
LinkedIn Updates
1. Your customers determine the future of your business. Make a mistake, fail to treat a customer well, miss a delivery or deadline, deal with a problem badly and your business is at risk. But the opposite is also true, treat a customer well, deliver quickly, provide a great product or service, do something unexpectedly brilliant and people hear positive things, positive things about your business. Click here to learn the importance if what your customers say about your business…
2. Today’s customers want more than just competitive prices, fast delivery and regular emails for the products or services they buy from you. They want a rewarding customer experience and if they don’t get it from you, they will get it from your competition. Click here to learn more about customer experience to the future of your business.
3. Customer Experience – What is it? Put simply it’s a measure of how satisfied your customers are whenever they engage with your business, either face to face or online. This experience is in your hands, so do you leave your customer experience to chance or design it deliberately? Click here to learn more…
4. Customer Experience can make or break your business, so why leave it to chance, why not make the time and effort to secure the future of your business by investing in customer experience. Click here to learn how Sainsburys got this right with a great story about a 3-year-old, a loaf of bread and a giraffe…
5. We can all remember good and bad customer experiences; how many times have you gone back to a business that has treated you badly? And how many times have you shared this story with others to ensure they don’t receive the same treatment? Don’t let this be your business – click here to make your customer experience with your business a winning one.
6. What your customers think, feel, say and tweet about your business determines its future. Your customers’ experiences influence what they say about you and whether they return to use your business time and time again. You want your customers to think, feel, say and tweet great things about you, don’t you? So, click here to take more seriously the work of creating, planning and delivering a great customer experience for them.
7. The experience your customers have of your business, products or services is down to you and your team. You can decide how every aspect of your business impacts on your customer. So, to avoid the risk of becoming irrelevant, or being left behind by the competition, you need to work on your customer experience. Click here to learn some great examples of businesses that have got it right and how you can do the same.
8. In this fast-moving, ever-changing world, achieving outstanding customer experience is a moving target - its too risky standing still, your business must adapt and grow with your customers’ ever-changing expectations or fail. Click here to learn the simple questions you and your team must ask to start taking action to investigate the experience your customers have with your business.
9. Loyal customers help grow your business; loyal customers come when they have a winning customer experience with your business. It sounds simple but in this highly competitive, social media saturated business world its hard to stand out from your competition, to be the business that your customer chooses, again and again. So how do you do this and what difference can this investment in customer experience have on the future of your business. Click here to learn more…
10. To ensure you deliver a great customer experience you have to know who your customers are and how they are different to each other. It would be surprising of you only served one type of customer. Click here to discover how to identify your different customer groups and that when you do this you can deliver the right customer experience to each one.
11. You deliver a great customer experience when you understand your customers objectives. It’s natural to focus on the product or service ‘we sell drills, cars, cakes, office space’ and lose sight of the fact that it’s always in service of your customers high objective. Click here to discover a 4 part framework to help you delve into your customers lives and help you understand their higher objectives.
12. Empathy and understanding about what really matters to your customers (their objectives and goals) can reshape the customer experience you and your team want to create. To help you with this Matt Watkinson recommends a 4-part framework of ‘mental reconnaissance’ to help you delve into the detail of your customers’ lives to inform and guide your customer experience. Click here to learn more.
13. Your customers’ experience of your products, services and business reflects everything your business does and does not do. Click here to learn that when you take customer experience seriously, you will earn the right to a sustainable competitive advantage, loyal customers, positive feedback and a boost in growth and profits.
14. Because your customers’ experience of your business interactions ultimately determines how much and how often they buy from you and recommend you, this work can transform the results of your business! Click here to see what happens to your customer reaction and sales results when you make customer experience the priority in your business.
Facebook Posts
1. Your customers determine the future of your business. Make a mistake, fail to treat a customer well, miss a delivery or deadline, deal with a problem badly and your business is at risk. But the opposite is also true, treat a customer well, deliver quickly, provide a great product or service, do something unexpectedly brilliant and people hear positive things, positive things about your business. Click here to learn the importance if what your customers say about your business…
2. Today’s customers want more than just competitive prices, fast delivery and regular emails for the products or services they buy from you. They want a rewarding customer experience and if they don’t get it from you, they will get it from your competition. Click here to learn more about customer experience to the future of your business.
3. Customer Experience – What is it? Put simply it’s a measure of how satisfied your customers are whenever they engage with your business, either face to face or online. This experience is in your hands, so do you leave your customer experience to chance or design it deliberately? Click here to learn more…
4. Customer Experience can make or break your business, so why leave it to chance, why not make the time and effort to secure the future of your business by investing in customer experience. Click here to learn how Sainsburys got this right with a great story about a 3-year-old, a loaf of bread and a giraffe…
5. We can all remember good and bad customer experiences; how many times have you gone back to a business that has treated you badly? And how many times have you shared this story with others to ensure they don’t receive the same treatment? Don’t let this be your business – click here to make your customer experience with your business a winning one.
6. What your customers think, feel, say and tweet about your business determines its future. Your customers’ experiences influence what they say about you and whether they return to use your business time and time again. You want your customers to think, feel, say and tweet great things about you, don’t you? So, click here to take more seriously the work of creating, planning and delivering a great customer experience for them.
7. The experience your customers have of your business, products or services is down to you and your team. You can decide how every aspect of your business impacts on your customer. So, to avoid the risk of becoming irrelevant, or being left behind by the competition, you need to work on your customer experience. Click here to learn some great examples of businesses that have got it right and how you can do the same.
8. In this fast-moving, ever-changing world, achieving outstanding customer experience is a moving target - its too risky standing still, your business must adapt and grow with your customers’ ever-changing expectations or fail. Click here to learn the simple questions you and your team must ask to start taking action to investigate the experience your customers have with your business.
9. Loyal customers help grow your business; loyal customers come when they have a winning customer experience with your business. It sounds simple but in this highly competitive, social media saturated business world its hard to stand out from your competition, to be the business that your customer chooses, again and again. So how do you do this and what difference can this investment in customer experience have on the future of your business. Click here to learn more…
10. To ensure you deliver a great customer experience you have to know who your customers are and how they are different to each other. It would be surprising of you only served one type of customer. Click here to discover how to identify your different customer groups and that when you do this you can deliver the right customer experience to each one.
11. You deliver a great customer experience when you understand your customers objectives. It’s natural to focus on the product or service ‘we sell drills, cars, cakes, office space’ and lose sight of the fact that it’s always in service of your customers high objective. Click here to discover a 4 part framework to help you delve into your customers lives and help you understand their higher objectives.
12. Empathy and understanding about what really matters to your customers (their objectives and goals) can reshape the customer experience you and your team want to create. To help you with this Matt Watkinson recommends a 4-part framework of ‘mental reconnaissance’ to help you delve into the detail of your customers’ lives to inform and guide your customer experience. Click here to learn more.
13. Your customers’ experience of your products, services and business reflects everything your business does and does not do. Click here to learn that when you take customer experience seriously, you will earn the right to a sustainable competitive advantage, loyal customers, positive feedback and a boost in growth and profits.
14. Because your customers’ experience of your business interactions ultimately determines how much and how often they buy from you and recommend you, this work can transform the results of your business! Click here to see what happens to your customer reaction and sales results when you make customer experience the priority in your business.
Blog Posts
Blog 1 – Your business wins when you take customer experience seriously
Your customers determine the future of your business.
Make a mistake, fail to treat a customer well, miss a delivery or deadline, deal with a problem badly and your business is at risk.
In this social media world, customers are quick to let everyone know how badly you have treated them and this ripple effect can have a catastrophic effect on your business.
But the opposite is also true, treat a customer well, deliver quickly, provide a great product or service, do something unexpectedly brilliant and the social media world will only hear positive things, positive things about your business.
The experience that your customer has with your business is vital to its future, so ask yourself this question:
“If I were a customer of my business, what do I think my customer experience would be?”
Be honest in answering this question – you’re only kidding yourself if you don’t!
And here is the next question:
“When was the last time you and your team thought about the experience your customer has with your business and took time to review their experience of your business, products or services?”
Today’s customers want more than just competitive prices, fast delivery and regular emails for the products or services they buy from you. They want a rewarding customer experience and if they don’t get it from you, they will get it from your competition.
If your industry is especially competitive, delivering a great customer experience can mean the difference between gaining or losing a strong and loyal customer.
Delivering a great customer experience can mean the difference between business success and business failure.
Click here to learn the importance of the experience of your customer on the future of your business and read a great customer experience story about bread!
Blog 2 - Make the right changes to your customer experience by learning from a 3-year-old
Customer Experience – What is it?
Put simply it’s a measure of how satisfied your customers are whenever they engage with your business, either face to face or online.
This experience is in your hands, so do you leave your customer experience to chance or design it deliberately?
Before you decide, here is a great story from a young customer who had a great customer experience.
Lily Robinson (aged 3 and ½) had observed that Sainsbury’s Tiger bread, actually looked more like a giraffe than a tiger, so she wrote them a letter suggesting a name change to Giraffe bread.
She received a letter back, declaring that this was a brilliant idea, and that it was named a long time ago by someone who was perhaps a little silly!
Lily's letter said: "Why is tiger bread called tiger bread? It should be called giraffe bread. Love from Lily Robinson age 3 and 1/2".
Chris King from the Sainsbury's customer services team wrote back: "I think renaming tiger bread giraffe bread is a brilliant idea - it looks much more like the blotches on a giraffe than the stripes on a tiger, doesn't it?"
But he went on to explain how it had got its name: "It is called tiger bread because the first baker who made it a loooong time ago thought it looked stripey like a tiger. Maybe they were a bit silly."
He included a £3 gift card and signed the letter "Chris King (age 27 & 1/3)". The exchange began trending on numerous social media platforms.
Sainsbury's changed the name of the bread and issued this statement:
"In response to overwhelming customer feedback that our tiger bread has more resemblance to a giraffe, from today we will be changing our tiger bread to giraffe bread and seeing how that goes," the supermarket said.
This response from Sainsbury’s is clearly an example of a great customer experience.
Have you ever changed something in your business because of a customer reaction to it?
Remember, what your customers think and feel about your business will determine your success or failure.
Click here to learn how to be more like Sainsbury’s when it comes to customer experience and secure the future of your business.
Blog 3 – Great customer experience leaves nothing to chance…
We can all remember good and bad customer experiences; how many times have you gone back to a business that has treated you badly? And how many times have you shared this story with others to ensure they don’t receive the same treatment?
Don’t let this be your business – make your customer experience with your business a winning one.
Customer expectations are changing fast and with so much choice, customer expectations are also higher.
Customers no longer want their expectations met, they want them exceeded, so the experience your customer has with your business is more important than it has ever been.
What your customers think, feel, say and tweet about your business determines its future.
Your customers’ experiences influence what they say about you and whether they return to use your business time and time again.
You want your customers to think, feel, say and tweet great things about you, don’t you?
So, its time to take more seriously the work of creating, planning and delivering a great customer experience for them.
Or would you prefer to leave it to chance and let your customer experience focused competitors reap the rewards of your lack of attention?
In his ground-breaking book ‘The Ten Principles Behind Great Customer Experiences’ Matt Watkinson states:
“Most businesses leave 50% or more of their customer experience on the table simply because they don’t realise it’s part of the experience their customers have”
I’m sure everyone is busy doing to day-to-day work in your business, but if just ONE PERSON took responsibility for customer experience, they would make sure it was reviewed regularly and improved.
Click here to learn how to take time out in your business to improve, plan and deliver a better customer experience to secure and grow your business.
Blog 4 – Grow your business when you invest team time to improve your customer experience…
The experience your customers have of your business, products or services is down to you and your team. You can decide how every aspect of your business impacts on your customer.
In this fast-moving, ever-changing world, achieving outstanding customer experience is a moving target - its too risky standing still, your business must adapt and grow with your customers’ ever-changing expectations or fail.
Your competition are improving and customer experience with other products or services is improving too.
Try and think of a product or service, in recent times, that hasn’t become more convenient…
Also, in today’s competitive world of constant improvement it has also become a given over time that to use something becomes easier. Many businesses have done really well at just making things as effortless as possible for the customer, think about Amazon, Uber and Domino’s Pizza.
In fact, ordering a pizza is now so easy and on their app you can see the whole process from order, to cooking, to packing, to delivery!
So, to avoid the risk of becoming irrelevant, or being left behind by the competition, you need to follow the examples of the businesses above and work on your customer experience.
Start by asking yourself this simple question:
“When did you and your team last review your customers’ experience of your business/service/products?”
Your next step is simple – TAKE ACTION to address this question by setting time aside with a few key members of your team to investigate the experience your customers have of your business, products or services. Make this time distraction free, make it off-site and ideally set aside half a day.
This gives you the time to really drill down into the nitty gritty of your customer experience.
Click here to learn what to focus on with your team and how to build and improve your customer experience by getting clear on your customer groups and their value differences.
Blog 5 – Identify your customer groups to improve your customer experience
Loyal customers help grow your business; loyal customers come when they have a winning customer experience with your business.
It sounds simple but in this highly competitive, social media saturated business world its hard to stand out from your competition, to be the business that your customer chooses, again and again.
To ensure you deliver a great customer experience you have to know who your customers are and how they are different to each other.
It would be surprising of you only served one customer group.
For example, a city restaurant at lunchtime will have tourist visitors, business visitors and regular local visitors.
To deliver a great customer experience, a different approach is needed for each group. A general approach could easily alienate one of your customer groups.
With your team, identify your business’s customer groups, keep it to 2 or 3 to be easy to manage.
Then go through those groups and look at what they value about your business, products or services.
This may be the price of the food, the quality or the presentation, business guests may want fast service, but tourists want to relax and are in no rush.
According to Matt Watkinson in his book ‘The Ten Principles Behind Great Customer Experiences’ these customer values show up at 3 different levels.
- Brand Level - Brand Value – What is the value of your product or service in relation to other similar objects – for example Coke sold a record 150 million cans of coke in 2019 just by adding first names to the cans, even though their use in relation to other fizzy drinks is exactly the same
- Product/Service Level – Economic Value – What does your product cost, in relation to market value and other similar products. This level of value is about how your product or service delivers on your customers overall objective.
- Interaction Level – Use Value – This is the function or utility of an object – a pen writes, a record player plays music.
With your team, get clear on your customer groups and use the questions applied to these levels of value found in the support tools within this Business Breakthrough report.
Click here to understand the importance of identifying your customer groups and levels of value when it comes to building and delivering great customer experience.
Blog 6 – Deliver on your customers’ objectives to deliver a winning customer experience
A Business Professor at Harvard once said:
‘People don’t want a ¼ inch drill, what they want is ¼ inch hole in their wall’.
That’s the difference between an objective and a higher objective.
The objective is your product or service. The higher objective is the ultimate goal.
So, ask your team this question:
“Our customers buy this product or service from us, why do they do that?”
Empathy and understanding about what really matters to your customers (their objectives and goals) can reshape the customer experience you and your team want to create.
It’s natural to focus on the product or service ‘we sell drills, cars, cakes, office space’ and lose sight of the fact that it’s always in service of your customers high objective.
To help you with this Matt Watkinson recommends a 4-part framework of ‘mental reconnaissance’ to help you delve into the detail of your customers’ lives to inform and guide your customer experience.
1. SUPER OBJECTIVES – This underpins a whole range of lower objectives. Matt states “Brian and Jenny are on their honeymoon. Steve has a client meeting. James is attending a friend’s funeral. They are all flying economy class to San Francisco. Yet for all their similarity, the three have radically different higher objectives, and thinking about them could open up a world of opportunities for the airline.”
2. SUBTEXT – This is difference between what people say and what they mean – the underlying thoughts that are compelling their behaviour. You build empathy with your customer when you understand their motives and relate these back to their higher objective.
3. OBJECTIVES – The reason why your customer performs an activity or task using your product or service. Your customer is travelling to San Francisco on a certain day and time, but there might be other objectives that feed into that:
- Find the cheapest fare
- How to get to the airport
- packing for length of stay or weather
So why not email your customer the weather forecast for their destination and maybe a list of the top ten most forgotten items when packing?
Many businesses don’t often consider the objectives when it comes to the customer experience, so this is an area where you can make a big impression because the customer expectations that you will do this are very low.
4. STAKES – Every customer objective has a different level of importance – holiday flight v funeral flight. The stakes and level of risk are different. Start by asking ‘what is it that we want our customers to feel as part of their experience’.
Define the emotional criteria that your product or service has and also think about what you don’t want people to feel and how to avoid that.
‘Satisfying the high stakes objectives is the route to a great customer experience’
Click here to read more about the importance of the 4-part framework and how it can help you understand your customers objectives to ensure you and your team deliver a great customer experience.
Blog 7 – Your checklist to build a great customer experience for your business
Your customers’ experience of your products, services and business reflects everything your business does and does not do.
When you take customer experience seriously, you will earn the right to a sustainable competitive advantage, loyal customers, positive feedback and a boost in growth and profits.
Remember – get customer experience right and customers will shout good things – good things about your business.
Customer experience work is a valuable undertaking. Doing it alone can work, but it works much better if you get more of your people and even (if you can) some customers involved.
1. Set team time aside to work through your customer experience – ½ a day, off site
2. Get clear on the 1, 2 or 3 customer group profile(s) you want to focus
on – every group is different, but you will see obvious groups around which you can build world-class customer experience
3. Work out 2 or 3 customer scenarios that have the biggest impact on your sales – use the 4-part ‘mental reconnaissance’ framework to guide you
4. Breakdown the stages and steps of customer interaction to identify specific areas of improvement – what changes need to be made to improve your customers’ experience at each stage
Because your customers’ experience of your business interactions ultimately determines how much and how often they buy from you and recommend you, this work can transform the results of your business!
Click here to see what happens to your customer reaction and sales results when you make customer experience a priority in your business.
Engaging E-mails
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Subject: Secure the future of your business by taking your customer experience seriously
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What your customers think, feel, say and share on social media will determine the success or failure of your business.
But when was the last time you and your team took time to review your customer experience?
When you invest time, with a few key members of your team, to investigate the experience your customers have with your business, products and services, you put your customers front and centre in your and your team’s mind and ultimately spur your business on to greater success.
In this ‘Winning Customer Experieince’ edition of Business Breakthrough you will learn, in the time it takes to drink a cup of tea:
- how to build your customer experience using the 3 sources of value to identify your 2 or 3 key customer groups
- the 4-part framework to help you analyse your customers’ lives and re-shape the customer experience you want to create
- the importance to you and your team of understanding your customers’ motives and their higher objectives
Click here to discover a checklist to help you improve your customer experience and therefore your business success.
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Business Breakthrough Subscriber Resources