Page 51 - Delivering Authentic Customer Experiences

Principle 3 Delivering Authentic Customer Experiences

Will you be able to resolve their problem, or meet their needs?
Recommendations from friends, a family member, a past
experience, or an advertisement (possibly not even yours) will
present them with a variety of options.

Checkpoint 2 First point of contact – This is the moment they
make contact with your company e.g. your promotional material,
information on your website, social media, a telephone call, or
first meeting. Your customers first impression of your company
will be based on these initial experiences. Are the elements that
showcase your company consistent with your brand values and
service promise?

Checkpoint 3 Using your service – This is where they actually use
your services or participate in the experience on offer. Your
customer will now be judging whether you are delivering what
you promised and meeting the standards they believe you’ve set.
What are you doing to make this a positive, enjoyable and
memorable experience?

Checkpoint 4 Leaving – The moment they leave you is often the
time they form their most enduring impression. This could occur
at the end of a treatment, at the close of a final coaching session
or consultation, or just as they exit your premises. What do you
do to ensure this is a memorable experience?

Checkpoint 5 Thinking it over – Once the customer leaves, they’ll
reflect on their experience and decide whether or not they
enjoyed the journey. Sadly, dissatisfied customers rarely
complain…they’re more likely to just leave and take their business
elsewhere. How do you check the customers’ perspective? Do you
know what your clients think about your service, what they’re
likely to tell their friends, or whether they’ll come back?

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