EPISODE · Apr 9, 2023 · 17 MIN
The 3 Things About Customer Experience
from Business Problems Solved Podcast · host Lee Houghton
The latest in Lee’s series on the power of 3 takes a look at Customer Experience. What 3 things can you consider when focusing on consumers that can challenge you, refresh your viewpoint and make you apply changes to the way you currently deliver your Customer Experience? KEY TAKEAWAYS Customer experience is about the full journey, from awareness, through to purchase and then follow-up. To provide the best experience we need to consider all aspects from the moment the consumer starts to look at your provision. Have a detailed understanding of the flow of all customers through your organisation. Your task is to understand how they think and feel about all your touch points on the journey. Create powerful memories so that the customer remembers the experience and will be fully willing to repeat it. BEST MOMENTS ‘Customer experience for me has been an exciting journey to understand more about that but if we think about customer experience and the best model that we use, if you think about consultants 15 to 20 years ago they focused primarily on the targets of a business.’ ‘A customer doesn’t typically follow the same route as the way you are set up organisationally.’ ’The true value in any customer experience measure is to understand the intent of that customer, what they were trying to achieve, and maybe how they felt while they were doing that.’ ‘What lasting memories do you want to leave with the customers?’ VALUABLE RESOURCESBusiness Problems Solved Podcast ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHODYou can contact Lee Houghton on [email protected] https://www.linkedin.com/in/lhoughton/
What this episode covers
The latest in Lee’s series on the power of 3 takes a look at Customer Experience. What 3 things can you consider when focusing on consumers that can challenge you, refresh your viewpoint and make you apply changes to the way you currently deliver your Customer Experience? KEY TAKEAWAYS Customer experience is about the full journey, from awareness, through to purchase and then follow-up. To provide the best experience we need to consider all aspects from the moment the consumer starts to look at your provision. Have a detailed understanding of the flow of all customers through your organisation. Your task is to understand how they think and feel about all your touch points on the journey. Create powerful memories so that the customer remembers the experience and will be fully willing to repeat it. BEST MOMENTS ‘Customer experience for me has been an exciting journey to understand more about that but if we think about customer experience and the best model that we use, if you think about consultants 15 to 20 years ago they focused primarily on the targets of a business.’ ‘A customer doesn’t typically follow the same route as the way you are set up organisationally.’ ’The true value in any customer experience measure is to understand the intent of that customer, what they were trying to achieve, and maybe how they felt while they were doing that.’ ‘What lasting memories do you want to leave with the customers?’ VALUABLE RESOURCESBusiness Problems Solved Podcast ABOUT THE HOST For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker. CONTACT METHODYou can contact Lee Houghton on [email protected] https://www.linkedin.com/in/lhoughton/
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The 3 Things About Customer Experience
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