The Customer Experience Puzzle
Customer Experience isn't evaluated by those who deliver it, it's evaluated by those who experience it. It seems as many organizations think customer experience is about how they deliver, service, or respond. In fact, Customer Experience is about how your customers interpret or (Experience) your deliverable.
I was reading an article regarding customer experience and it seemed to be a laundry list of do's and don'ts. In reality, Customer Experience is where a deliverables business plan should start. Many are trying to jam a particular deliverable into some generic customer experience puzzle.
Organizations who struggle at customer experience must start at the customer and work backward. A struggling customer experience could be a sign it's time to rewrite your business plan. A plan which starts at the customer and is based on the customers desires. As products or industries get tired so does their customer's experience.
Make sure your perception of your value aligns with the realities of your customers. Look at how they see your product or service and look without the prejudice of your perceived outdated value prop. Look to defeat yourself and win back over your customers'. As one day your customers' will indeed demand a better experience. Or, will be presented a better experience by someone else.
Remember this.
“You can be the vendor with the greatest relationships in the world and lose to the innovator who delivers a better experience.”
Ray Stasieczko
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Ray Stasieczko
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