Let’s talk about Customer Experience, and why your customer’s experience needs a regular checkup too. What metrics should you use to measure customer experience? What questions can you ask to evaluate your customer experience? How can you analyze your customer journey? Keep reading for a free 21 question checklist to help you in the process.
This article that I recently read hit home, especially after opening many presents that were packaged in various ways by various distributors and brands. We can all remember the online holiday shopping situation that played out due to the pandemic and resulting shipping delays, and hopefully we can look back and learn from the anxiety-stricken 2020 holiday season.
While I’m ever so grateful for the ability to share (although only virtually) in gift-giving during the 2020 holiday season, I didn’t walk away without a couple cuts and a little frustration! The culprit? Impossible and overly packaged gifts!
While the title of this article is a little harsh, it’s hilarious at the same time, because I know we all can relate! I’m sure you have cursed a few times over the holiday break when you went to open a gift that just arrived in the mail, to find a box, in a box, in a box… in a box! And we wonder why our recycling facilities are overflowing?
A good read to consider if you sell products or services, especially online. Why? When was the last time you revisited your customer’s journey?
Here are some questions to ask to evaluate your customer experience:
- At what priority level do you place the consumer’s experience in the development of your product or service?
- Do you have a process in place to collect honest reviews and, if so, are you applying their feedback to improve your products?
- Do you have a clear understanding of what your customer’s expectations are?
- Do you distribute customer polls and/or hold focus groups as a part of your product/service development (which should be ongoing)?
- Do you have a process set in place to collect honest feedback from your employees? Asking them what works and what doesn’t work, with regards to their experience with customers.
With the start of a new year, or if you haven’t recently, now is a great time to revisit and evaluate your customer experience and review your product/service development (or improvement)!
A Checklist to Review Your Customer Experience
Need help evaluating your customer journey? Want a free 21 question checklist to help you in the process? Download our free Customer Experience Review Checklist & Guide here.
We walk you through the “21 Questions To Ask When Evaluating Your Customer’s Experience”, a sample Brand Style Guide, and mockups of the key elements to incorporate into your website to enhance your customer experience and increase conversion rate. So download the Customer Experience Review Checklist & Guide and get started today!