how to create a killer customer experience

HOW TO CREATE A KILLER

EXPERIENCE

What are you doing today that is effectively adding value to your

customer experience?

You might be able to gain new customers with a quality product, but you won’t be able to retain them with

a poor customer experience!

Yet a lot of frustrated customers won’t let you know

that you suck…

they’ll just tell everyone else and never come back.

So how do you ensure your customer experience

is awesome

?

Become a customer yourself!

STEP 1Study your

competitors’ customer

experiences

Pretend you are a big prospect at the beginning of the customer journey.

Leave all biases behind and

decide which competitor catches your

eye.

If practical, complete your journey to purchase and

document your entire experience.

Take note of the positives, neutralities, and negatives.

What frustrates you?

What makes you happy?

Create and fill out a surveySTEP 2

Break down your experience into single interactions. �

�

Rate each interaction.

Would you refer a friend based

on the customer service received?

FOR EXAMPLE:

Repeat the study and survey for all your direct competitors.

Evaluate your companySTEP 3

Engage the same touch points

with your company.

Fill out the survey

compare to your competitors.

&

Send the survey to your actual customers for real feedback.

How does your customer experience rank against your perceptions?

Improve your customer experience STEP 4

Target where your competitors

can be imitated

and exploited.

Quickly improve your weaknesses by modeling after

your competitors’

strengths.

Strengthen your key differentiators to further stand out.

Get rid of low value processes and

simplify the customer experience.

STEP 5

Continue to evaluate and

improve

Send out the survey every 6 months to assess and pivot.

If not maintained, the perception of your company will change.

And someone else who thinks about your customer everyday

will satisfy their needs.

Will that be you?

Learn more by downloading the “25 Must

Haves To Supercharge

Your Customer Experience”, at clutch.com/25

Must Haves To Supercharge Your Customer Experience

25 

If you’re a B2C marketer ready to take your customer experience to the next

level please contact us on the next page.