If you are a business leader and you have to ask what customer experience is or why it matters, I don’t “get” what you don’t “get,” but never mind, I’ll make it easy.

When you’re a customer, do you like being treated with indifference? Do you like hassles? Do you like working with businesses that make it difficult? No? Stay with me.

The dance customers do with businesses is the experience. That includes not only human-to-human or human-to-technology interactions, but also signage, parking lots, the look of your store, the feel and design of your website, etc. The experience is how they interact with and feel about everything to do with your business. And, if that experience is difficult or unsavory, it’s not good, it is not something customers want. And, when customers don’t want something, they look for better. And looking for better is not good for your business.

Once you have grasped that, you need to get intimate with the experience your company delivers …and… if it’s difficult or unsavory, FIX IT!!! Make it an experience you would want. 

That’s it. “Get” it?

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