How to Create Amazing Customer Experiences

“What are you doing to make sure that your customers should actually care?!” he said.

It was a few months ago at a Young Entrepreneurs of America Event. The speaker was Chris Cavallini. And he was talking about customer experience when he said it.

He was very passionate about the concept. In fact, I could see the veins popping out of his neck as he shared his message… “What are you doing to make sure that your customers should actually care?!”

Chris would go on to share that in the past, he did not eat his own product. His business is healthy meal prep. And he was embarrassed this.

And the reason I bring this up is because using your own product is one of the core principles of creating a great customer experience…

That said, if you are looking to create an amazing customer experience in your organization, here is what to do:

1. Use your own product or service: If you do not use it, you could lose touch. Lose touch of what the customer experience is like. The value the user is getting. And what needs to be improved. So, if you want to have good customer experience, first be a buyer yourself.
2. Think about what the customer is buying: When someone uses your product or service (even if it’s free), what are they after? What “job” are they hiring you to do? And with that in mind, how are you doing? If you are doing a poor job of fulfilling their core aim, how could you expect the customer experience to be good? It won’t be. That’s because what they expect to get, and what they actually get are not in line. That’s bad. Fix this immediately.
3. Go above and beyond: If you can provide “chick fillet service,” you will do better than the competition that is not. Not only that, consumers and users are expecting this in a lot of industries today. So, go above and beyond for your people. Think “hand written note.”
4. Follow up with precision: Make sure that in your sales process. And customer experience. That you follow up cleaning and crisply. You do not need to “touch” the customer any more than necessary. But I would err on the side of “touching” them too much rather than too little. Customers are busy. They need to know where they are on every point in the journey.
5. Survey like a scientist: If you want to create quality customer experience, survey early and often. It is critical to know what the customer feels about your service and products. So, make sure to get this pulse as much as possible. And with this data, make management decisions that can move your endeavors forward. As an added bonus, it can help if this surveying process is baked into your systems. That way you don’t even have to think about it. And it does not get missed.

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