Everything starts with the customer.
If you build and deliver a great experience, customers will tell each other about that. It’s very powerful.
“You’ve got to start with the the customer experience and work back towards the technology, not the other way around.”
– Steve Jobs
It's about how it makes them feel...
Customer Experience is about what happens when customers interact with your business. It’s about how it makes them feel. That can be good, bad, or indifferent.
Over 80% of customers expect to be let down. They don’t think that businesses will meet their expectations. On top of that 96% of unhappy customers don’t complain, and 91% of those will simple leave and move to a competitor.
Your customer journey should be a series of positive touchpoints for your customers, designed around their needs rather than the needs of the business. But that’s not how the majority of businesses think, which is why we have so many bad experiences.
Most businesses haven’t stood in their customer’s shoes and deeply understood what it feels like. By empathising with the customer, we can redesign the way that services are delivered so that we meet their needs at every stage of their interaction with the business.
If we can also focus all of our efforts on making it easier for them to do business with us, then that’s the winning formula. Customers are happier, the business is more profitable, everyone’s a winner!
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