Page 50 - Delivering Authentic Customer Experiences

Principle 3 Delivering Authentic Customer Experiences

- What did you say and do?
- How did it make you feel?
- What impact did it have on them?

Your customers’ journey – managing the checkpoints

It over

Using
your
service

Appreciating what your customer wants at each stage of their
journey will help you meet, or even exceed their expectations.

Checkpoint 1 The decision – Your customers’ expectations start
here. Their decision to use a service like yours will be based on a
number of factors. It generally starts with the pursuit of pleasure,
or a need to ease a pain or resolve an issue. They’ve probably
made the decision to buy, but not yet decided whose services to
use. They’ll weigh up a number of factors before making a final
decision. Are you someone they think they can do business with?

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