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Don Thorpe is a Customer Experience Expert. For nearly 30 years he has owned and operated a small chain of service industry businesses.
Don believes his higher calling in life is to coach, consult, mentor and teach others to help them discover the possibilities in their lives and businesses.
Don is available now to give seminars on Customer Service, Leadership, Team Building & Coaching and more...
Most businesses spend a large amount of time setting up a business plan and then setting up protocol to check and recheck their progress against that plan.
Most individuals spend a huge amount of time planning out their next vacation. From research to booking tickets, it can be serveral evenings of concentration to set up the perfect vacation.
Unfortunately, most organizations do not spend any time at all setting up the Experience they want their customers to have. They tell their team, “Just be really professional” or “Just be really nice.” Sorry, but that is not enough.
I believe we should identify our Ideal Customer and then map out our Ideal Customer Experience, not missing a detail. Even better, enroll your team members to be part of the process building the Ideal Customer Experience.
When building the Ideal Customer Experience, I believe we should cover 3 important points. Identify all possible service failures and set up protocol to deal with them. Identify Experiential Standards, quality standards as to how we make our customers feel. Above and Beyond Opportunies, those opportunities that smack us right between the eyes and give us an opportunity to WOW our customer.
Think about it, don’t you want your organization to be “On Purpose” with its Customer Experience? Plan for it.