Do you have leader grit?
Customer experience improvement is not for the faint of heart.
The truth can be hard to face but enlightened leaders recognize their customers as emotional beings. They put more value on the experience and relationship than the product itself, and they will leave faster than you can finish your coffee if they’re not happy.
If you’re ready to have at the 13 questions I’ve put together, then congratulations. You’re a step ahead of most people!
1. What are the first possible touchpoints your customers have with your brand and are they enjoyable? How would you rank them on a scale of 5 stars?
2. When’s the last time you got brutally honest feedback from your target audience – verbatim – and took it to heart?
3. Can you boil down your values and goals into a clear vision that fits on one page like Airbnb’s Brian Chesky. (True story!)
4. If I sent a mystery shopper your way, would you be excited and eager to hear the results, or would you be nervous? If you’re nervous there’s something you know that needs to be improved. So why are you ignoring it?
5. What kind of exit strategy do you have in place? Do your customers leave with a bad taste in their mouth?
7. When was the last time you drafted a customer journey map? We put together a little geography lesson to help you get started.
8. What kind of top 10, 25 or 50 lists do you dream of being featured in and by what magazine or blog? Answering this makes you realize what you want to be recognized for – then you can put that lens on your current system to see if you’re on the right track.
9. If your customers had to describe their relationship or sentiment towards your brand in three words or less, what would they be? THEN….ask what you want those words to be.
10. Are you focusing on your current customers as you grow? It’s easy to lose sight of your present customer base when you get excited about potential growth.
11. Are you walking the talk? Does your brand promise emit during every interaction your customers or employees have with your business? Honest Slogans is a website that makes fun of brands where experience doesn’t match up with their intent or messaging.
12. Which brings me to the next question…what are your brand promise and mission statement? Do you remind your employees of this frequently?
13. Are you raising the bar for the competition? What are others doing that could put you out of business?
Reflection comes before leaders – and I mean you – make changes for the better.
What are some questions you would add to this list to help leaders reveal necessary customer experience improvement?