My last post was called "Amalgamate" and through writing my thoughts out for my next few blog posts I realised that I should really make far big a deal about one particular element of that post.
The customer experience story is a brilliant tool which can help business owners analyse their business from the viewpoint of the customer. It's often difficult to step back from life in a business or shop and look at it's intricacies - mainly because those who have the power to implement changes usually keep their eyes fixed on the overall picture.
The story is all about breaking down the individual units of the way your business interacts with the public using a very simple and approachable method. Everyone likes a good story, right?
I will be referring back to this article in the various posts to come and applying context to the points for areas such as Visual, Presence, After-care and many other posts in my Customer Experience series.
That element is the customer experience story:
Think of your business as a story. Every story has a beginning, a middle and an end with a good amount of back story to settle the reader in. Some might even have an epilogue. Let's not forget as well that the most important perspective to view this in is that of your customer. So how does this apply to your business?
- The beginning - The customer hears about your business, sees your advert, walks past your shop, clicks on your website.
- The middle - They're in your shop/business/place of work. They're browsing, experiencing, seeing if the shop fits.
- The end - They decide whether to buy or not
- The epilogue - Ongoing service and support post sale
The customer experience story is a brilliant tool which can help business owners analyse their business from the viewpoint of the customer. It's often difficult to step back from life in a business or shop and look at it's intricacies - mainly because those who have the power to implement changes usually keep their eyes fixed on the overall picture.
The story is all about breaking down the individual units of the way your business interacts with the public using a very simple and approachable method. Everyone likes a good story, right?
I will be referring back to this article in the various posts to come and applying context to the points for areas such as Visual, Presence, After-care and many other posts in my Customer Experience series.
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