April 18, 2022
More than ever, the customer service, and the experience surrounding a product is more and more important everyday. Trying to be different is an everyday challenge, mainly in a competitive market (but which market is not competitive today?!).
It means to reconsider regularly the whole experience (workflow) of our clients during their journey with us. But where to find the inspiration? How to upgrade this experience to the next level?
Without too much complications, it’s mainly about keeping our eyes open!
Working on our client experience workflow means keeping our eyes open. To analyze every experience we live by our own, in our every day life. But it’s interesting to observe that we can live incredible experiences (at the restaurant, hotel, shopping…) without observing how fabulous it was. We separate our personal and everyday life from our business. Let’s try now to stay aware of every situation we live, every customer service we are dealing with, and every very good or bad experience we live everyday.
We usually have this habit to be focused only on businesses as close as possible of our. However, we have no idea how many ideas we could find in completely different domains than ours. It’s about keeping the eyes open all the time, a new life-style, even when you are in total different situations than your clients could be while working with you. But you never know where you can find a good idea!
If you are the same than me, you have no brain. I always have a note-book or at least my phone with me, to write down every idea, every tip I observe and that I like. I’ll find a way to develop it later, but right now, I just need to be sure to keep this experience in mind for later. It can also be something that annoyed you, like a waiter coming back again and again to check if everything is ok (the intention was good, but sometimes people pays for intimacy, and it’s good to keep that in mind too!).
Write down everything, the good and the bad.
Now you have all these ideas, experiences, feed backs, you have to take a moment and find how you can transpose it to your business. Keep in mind that it’s not only the idea itself, but the sensation you fell while living it. For example, a few cookies on the table to welcome you in your hotel room doesn’t mean you have to buy cookies for your clients, but that an upgrade welcome with some attentions is always great. We appreciated the gesture, the fact that it’s fresh, so an investment for them to renew every day, not like something you can keep longer (candies for example). It’s the whole sensation that you liked, not only the object itself. You can recreate this sensation with fresh flowers, but also anything updated, from the same day etc… It all depends of your business.