Where Are You?
Customer Experience Continuum
If I were to ask your customers today about their experience with your business, what would they say?
How about if I asked your employees about the customer service offered? The first step in improving your customer service is to figure out where you are right now.
In the visual below, there are two axes that divide four quadrants. The vertical axis is labeled, “Experience.” Ask yourself the type of experience you consistently offer your customers. Be honest. The higher up you rate on the axis, the better the experience your customers receive. If you rate yourself near the top, then your customers know how much you appreciate their business and feel you and your staff show it with every encounter. The horizontal axis is the Needs Continuum. Businesses who rate themselves all the way to the left are consistently exceeding their customer’s needs.