how to create a killer customer experience

35
HOW TO CREATE A KILLER EXPERIENCE

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Page 1: How To Create A Killer Customer Experience

HOW TO CREATE A KILLER

EXPERIENCE

Page 2: How To Create A Killer Customer Experience

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

customer experience?

Page 3: How To Create A Killer 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!

Page 4: How To Create A Killer 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.

Page 5: How To Create A Killer Customer Experience

So how do you ensure your customer experience

is awesome

?

Page 6: How To Create A Killer Customer Experience

Become a customer yourself!

Page 7: How To Create A Killer Customer Experience

STEP 1Study your

competitors’ customer

experiences

Page 8: How To Create A Killer Customer Experience

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

Page 9: How To Create A Killer Customer Experience

Leave all biases behind and

decide which competitor catches your

eye.

Page 10: How To Create A Killer Customer Experience

If practical, complete your journey to purchase and

document your entire experience.

Page 11: How To Create A Killer Customer Experience

Take note of the positives, neutralities, and negatives.

Page 12: How To Create A Killer Customer Experience

What frustrates you?

Page 13: How To Create A Killer Customer Experience

What makes you happy?

Page 14: How To Create A Killer Customer Experience

Create and fill out a surveySTEP 2

Page 15: How To Create A Killer Customer Experience

Break down your experience into single interactions. �

Page 16: How To Create A Killer Customer Experience

Rate each interaction.

Page 17: How To Create A Killer Customer Experience

Would you refer a friend based

on the customer service received?

FOR EXAMPLE:

Page 18: How To Create A Killer Customer Experience

Repeat the study and survey for all your direct competitors.

Page 19: How To Create A Killer Customer Experience

Evaluate your companySTEP 3

Page 20: How To Create A Killer Customer Experience

Engage the same touch points

with your company.

Page 21: How To Create A Killer Customer Experience

Fill out the survey

compare to your competitors.

&

Page 22: How To Create A Killer Customer Experience

Send the survey to your actual customers for real feedback.

Page 23: How To Create A Killer Customer Experience

How does your customer experience rank against your perceptions?

Page 24: How To Create A Killer Customer Experience

Improve your customer experience STEP 4

Page 25: How To Create A Killer Customer Experience

Target where your competitors

can be imitated

and exploited.

Page 26: How To Create A Killer Customer Experience

Quickly improve your weaknesses by modeling after

your competitors’

strengths.

Page 27: How To Create A Killer Customer Experience

Strengthen your key differentiators to further stand out.

Page 28: How To Create A Killer Customer Experience

Get rid of low value processes and

simplify the customer experience.

Page 29: How To Create A Killer Customer Experience

STEP 5

Continue to evaluate and

improve

Page 30: How To Create A Killer Customer Experience

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

Page 31: How To Create A Killer Customer Experience

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

Page 32: How To Create A Killer Customer Experience

And someone else who thinks about your customer everyday

will satisfy their needs.

Page 33: How To Create A Killer Customer Experience

Will that be you?

Page 34: How To Create A Killer Customer Experience

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 

Page 35: How To Create A Killer Customer Experience

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

level please contact us on the next page.