End To End Customer Experience

Introduction

This video is an introduction into the customer experience. We start with the value system of the customer and follow them through their interaction with your organization. We then assess the impact of the experience on their retention or attrition rates to understand the long term value of the customer. This informs the economics of how to resolve negative experiences as well as how to build action plans that address underlying root causes.

Show Transcript

Let’s start with the Customer. Understanding what is important to them. Identifying each individual segment’s needs.
Then let’s focus on how convenient your store locations are relative to your competitors.
Once a customer chooses to visit, what is their experience inside your organization? What were the things that happened along their journey that caused them to come back…or…not come back?
Finally what actions can the whole organization take to drive repeat business that create value for your customers your employees and your shareholders.