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Transcript
Presenter: We've all experienced good and bad customer service.
It happens every time you go to a restaurant or a bar. But what's the customer experience? It's a combination of all the things that make your night out a great one. The feeling you get when you're outside the restaurant and you can hear music coming from inside, the greeting you receive when you walk in the door, the quality of the food on the menu.
And I know what you're gonna say, "I don't work in the service industry," or "I don't interact with customers." But to create a great customer experience, you also need someone to manage suppliers, people to do the accounts, and a team looking after social media.
But here's the twist. If even one of them goes wrong, you can ruin the whole thing. Why not reflect on how this approach would work in your world? What one thing would you change to create a great customer experience?
Reflective Questions
Once you've watched the video, reflect on what you've learned by answering the following questions:
- Consider your role in role in shaping customer experience. Does it contribute to it? How?
- What one change could you or your organization make that would improve the customer's experience?
- Are there any vulnerabilities in your current customer experience strategy? How could they be addressed?
