Episode 274: Design Your Ideal Customer Experience

On Today’s Show

Author Scott McKain talks about the fourth cornerstone of distinction: having a customer experience focus. Distinctive organizations and individuals focus on the experience. What does it feel like to do business with you? Scott says ultimate customer experience is finding a way to create an experience that is unique and compelling. Make sure it just feels better to do business with you over your competitor.

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1 Simple Thing Action:

Make a list of what each step of the customer experience would be if it were performed exactly right (from the customer’s perspective). Begin that list by answering the question, “If everything went exactly right, what would that be like?” After you make that list, the second step is to say, “What do we have to do make it work out that way? Are there old policies or procedures we have to eliminate? Are there changes we need to make in terms of the design of the experience?” The goal is to create the ultimate customer experience for every customer or prospect every single time.

Mentioned In Episode:

Good to Great: Why Some Companies Make the Leap…And Others Don’t by Jim Collins

Maya Angelou quote, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”