If you decide to go to Italy (my favorite country to visit), you choose a date, make reservations for the plane, your hotel, car, and any special tickets you might need. You make sure your passport is in order, check out your clothes, etc. etc.
So, how ironic is it that we spend more time planning a trip to Italy than consciously using some tools that make our business better and our customers happier?
Have you ever mapped your customer experience? From the beginning of the interaction to the end (if there is one) and all the places along the continum?
You might start with a big piece of paper. Figure out all the points that you would have a chance to create an experience that would make them say “WOW!”.
Next, create some ways you could elevate that experience to make it extraordinary. I promise you that your competition probably isn’t doing this. (Smile) Analyze the opportunities that exist for causing extreme happiness, then act on them by putting them into a customer system. You will be amazed at the results.
If you have a chance let me know how you did and I’ll include the story.