Steps to

ELEVATEYour Customers’

Experience

The experience you create for

customers is a key

consideration.

It can influence

everything from your

bottom line to how long

you stay in business.

While others are vying for a fancier

product package, you can compete

in an area that can have

significant impact on

your business.

To do that, examine

your customer

experience and find

areas where you

can improve.

1IDENTIFY EVERY TOUCH POINT

For a restaurant, for example, these would include pre-dining interactions, the dining experience, and post meal. Every touch point is an opportunity to

delight a customer.

2Consider the five senses. Using the restaurant example, how does the menu

look and feel (lettering, cleanliness, size)? What do you experience as you read it?

Talk to customers to really understand how they experience each touch point.

EXAMINE THE CURRENT STATE

3Isolate a touch point and brainstorm new ideas to improve it across the five senses.

Look for ways to delight customers by creating unique and memorable experiences.

TACKLE ONE AT A TIME

4Zoom out to see if your best ideas could be expanded to cover more ground. Remember,

this is still wide-open brainstorming.

EXPAND IDEAS TO HAVE AN IMPACT ON MULTIPLE TOUCH POINTS

5Evaluate ideas based on cost,

anticipated impact, ease of implementation,

and expected differentiation.

Run the ideas through the filter of your core

philosophy: who you are, what you stand for,

and why you’re in business in the first place.

DEVELOP A SPECIFIC ACTION PLAN

6Customers love that little extra, which is often easy to give and becomes highly effective.

SURPRISE AND DELIGHT

7Your customers will notice the changes, which will translate into growth and profits.

Complete this exercise at least once a year, refining and looking for new

opportunities to improve.

MEASURE, REFINE, AND REPEAT

http://bit.ly/RoadToReinvention

The changes you make to your customer experience can have an enormous impact on customer loyalty, retention, satisfaction, and word-of-mouth.

Elevate your customers’ experience.