It is always a good time to look at a day in the life of your ideal customer and see how you can improve your touch points with their journey.
My interview with legend John DiJulius gives you some great take aways to start this process. (Check out John’s Book What’s the Secret) and the new book The Customer Service Revolution) or take the customer service SAT assessment here.
- Find out what your customer wants as they interact with you in each interaction online and face to face
- Try and understand the customer motivations and aspirations
- Develop and design a start to finish experience