I love that you’re open to viewing the work you do through the eyes of your customer! It is truly rare and I’ll explain why it’s rare before answering your question.
Consider my local medical centre. You walk in the front door, past a hand-washing station (is that for me?) and you’re greeted by a desk to the right, a large door to the left and two corridors. Which one do you choose? All the staff look busy but you walk up to the desk anyway. You tell them you’re booked in and they huff and tell you to go down the hall…but not before getting you to fill in a clipboard full of details whilst standing and whilst people are standing next to you #privacy. I could keep going on but if you step back for a minute, you’d see how no-one is looking at the customer experience because everyone is busy and no-one is responsible.
No-one gets fired for doing the basics of their job but plenty of clients fire your business for the job that no-one is responsible for…customer experience.
Now, back to your question. Yes, you should map out the customer experience either on a whiteboard or using a client experience app and the basic purpose is to breakdown each scene (picture a movie here) or touchpoint and rate it based on whether it works to move a client along towards their goal. I say it in this way as you’re not always trying to speed things up. You’re looking to build trust, give information along the way and make your client feel empowered, special and like they’ve got a tonne of value.
Start the customer experience map on a whiteboard, get your team’s feedback, alter it, get them to rate the client experience from 1-10 and then tackle the experience one scene at a time. Rewrite the movie and you might end up with a standing ovation at the end.
Further details of question We currently manage a large database of property developments in an excel file, but we need to migrate this to a bespoke database, which will give us more flexibility to build our business processes around the data, and to add more columns and related items, such as photos, files, notes, version …
It’s been interesting looking at the systems behind gift cards, gift vouchers and generally sending some kind of credit to someone else through your website. It looks like your main options for allowing people to order gift vouchers or cards through your website are: They fill in a custom form (built using a custom form …
I feel your pain on this one. Although it’s become so much easier to create and send out email newsletters using tools like Mailchimp, Mailmunch, Convertkit and Drip, it’s still quite fiddly to look through all the specs, work out the pricing (do I pay per list or per subscriber?) and then look at the …
From our research, we found that the following were the best recruitment agency management software programs on the market: Recruit CRM (simple) – $25 per user per month Recruiterflow (best design) – $49 per user per month under the Agency plans Top Echelon (most features) – $65 for first user then $30 per user ongoing Vincere (comprehensive) – request …
Should I map out my customer experience in a diagram or on a whiteboard for our team?
I love that you’re open to viewing the work you do through the eyes of your customer! It is truly rare and I’ll explain why it’s rare before answering your question.
Consider my local medical centre. You walk in the front door, past a hand-washing station (is that for me?) and you’re greeted by a desk to the right, a large door to the left and two corridors. Which one do you choose? All the staff look busy but you walk up to the desk anyway. You tell them you’re booked in and they huff and tell you to go down the hall…but not before getting you to fill in a clipboard full of details whilst standing and whilst people are standing next to you #privacy. I could keep going on but if you step back for a minute, you’d see how no-one is looking at the customer experience because everyone is busy and no-one is responsible.
Now, back to your question. Yes, you should map out the customer experience either on a whiteboard or using a client experience app and the basic purpose is to breakdown each scene (picture a movie here) or touchpoint and rate it based on whether it works to move a client along towards their goal. I say it in this way as you’re not always trying to speed things up. You’re looking to build trust, give information along the way and make your client feel empowered, special and like they’ve got a tonne of value.
Start the customer experience map on a whiteboard, get your team’s feedback, alter it, get them to rate the client experience from 1-10 and then tackle the experience one scene at a time. Rewrite the movie and you might end up with a standing ovation at the end.
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