What happens before you get to a _____<fill in blank> store, restaurant, car dealer? The answer is endless. Traffic jam, accident, speeding ticket, screaming kids, forgotten shoes. There is no limit! What I’m saying is… You have absolutely no control over what happened to your customers before they arrived. But guess what? It becomes […]
As you assess your customer experience consider all the areas they encounter. It’s often good to take a walk, possibly a drive, and explore how they see it. I did this an noticed that the prettier “first experience” with our business was route A vs. route B. The fist thing about route A is the […]
I remember sitting across from my husband who said, “It’s just oatmeal”. Wow. What a lackluster statement. Sure, it may be oatmeal, but “just” oatmeal. How much pride went into making that package? Farmers created the basic good stuff, food scientists made it tasty and mass producible. Engineers were added for envelope packaging, boxing, and […]
