The Ultimate Customer Experience Formula – A Simple Five Step Process
By Scott Deming
1. The Ultimate, Honest Evaluation – “With all of the choices the customers have, why in the world should they choose me?”
2. The Ultimate Perspective – Put yourself in the customers’ shoes and look at you and your business from their perspective. Be honest about what you see.
3. The Ultimate Question – If I were them, looking at me, what would I love from me that no one else in this industry is providing?
4. The Ultimate Move – Start with the customer experience and work backwards from there.
5. The Ultimate Delivery – Shatter their expectations, don’t just satisfy. There’s no correlation between a satisfied customer and a loyal customer. A satisfied customer will only stay with you until the next best deal comes along.