What is cus­tomer ex­pe­ri­ence?

Sunday Independent (Ireland) - Business & Appointments - - FRONT PAGE -

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

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