4 Questions to Ask About Your Customers' Experience
Sturdy McKee
Business Growth Coach | Entrepreneur | Strategist | Start Up Advisor | Speaker | Operations Implementor
“They are not my competition!”, she almost blurted. “Wow, that’s it.”
We were discussing continuous improvement, kaizen. Specifically, we were discussing leveling up her business’s customer experience to generate more word of mouth.
Now they already do a great job. They have a great NPS. Word of mouth is their strongest marketing channel. More people hear about them from their customers and referral sources than any other way. But just like every great athlete, she wants to be better than she was yesterday.
So, we were working on that idea of kaizen as it applies to the customer experience.
After I shared the idea from Seth Godin about remarkable being worthy of remark, i.e. “Remark-Able”, I asked the following 2 questions.
“How many people are going to have contact with your business today?”
She replied, “60, maybe 80. Wait, maybe even more.” Because contact with your business doesn't mean they actually walk through your doors.
“Now, of those 80+ people, when they sit down to dinner tonight, how many of them are going to talk about their amazing experience with your business?”
“Wow. That really reframes things.”
The point here is that your competition isn't the other guy who does what you do.
It's all the things your customers experience in a day.
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To stand apart. To be “Remark-Able”. To have people want to talk about you for the right reasons, you are competing with all the other things.
You are no longer competing with just your industry or others who provide a similar product or service. You are competing with all their other experiences.
So, answer the following 4 questions:
“How many people are going to have contact with your business today?”
“How many of them are going to talk about their amazing experience with your business?”
“What would happen if we could double that number?”
“What’s my next step toward making that happen?”
Answer those 4 questions and you’re on your way to remarkably happy customers, unstoppable word of mouth, and a thriving business.
Want help upleveling your customers' experience? Shoot me a note or schedule a time to talk here.
Association Speaker & Networking Expert | Helping Professionals Build Powerful Connections | Podcast Host & Guest
3 个月I read a book many years ago called "Inside the Magic Kingdom" that talked about this very concept. Whether it's fair or not, your customer is comparing the experience they have with you to every other customer experience they have, including with companies like Disney, Nordstroms, and Apple. So, how can a small business compete with that?
Business Growth Coach | Entrepreneur | Strategist | Start Up Advisor | Speaker | Operations Implementor
3 个月Thanks for loving this Susan. I've been talking about you a lot lately.