On a recent project, my partner and I attempted to come up with a set of practices that we considered to be basic to the delivery of a good customer experience. While these practices would have to be tuned to produce any particular customer experience, they seemed to be basic enough to be broadly applicable.
- Start Strong
- Listen for the Target Experience
- Manage the Customer’s Wait
- Create Flashpoints
- End Strong
I will explain each of these practices in an upcoming post.