What is customer experience?
For a customer experience to be great, we have to think of the whole experience at every customer touchpoint. Using the analogy of a three-legged stool, the legs are represented by Product, People and Place (place referring to the physical environment for B2CS — and route to market for B2BS). In a nutshell, your customers have expectations of a certain standard for each leg. But if one ‘leg of the stool’ is missing, the customer’s experience is less than expected. This is a superb tool to help you communicate your standards to your own people. The 3-legged stool provides you with a set of questions. Here are some samples… PRODUCT PEOPLE PLACE