The Ideal Customer Experience

  Introduction
  The ‘Customer Experience’
  Map Your Current Customer Experience
  The Key Elements of an Ideal Customer Experience
  Map Your Business’s Ideal Customer Experience
  Identify and Prevent Potential Breakdown Points
  Conclusion

Learning Activity 1:

Learning Activity 1

  • Identify a product or service you’ve purchased several times, preferable one you’ve recommended to others.  For example, it could be a restaurant you go to regularly, a store you love to shop at, a dentist who’s taken good care of you, a business service you rely on every month, etc.
  • Think about what makes you feel so good about your experience with this company.
  1. How did you first hear about it?
  2. Why did you decide to use/buy it?
  3. iii. What do you love most?
  4. Why do you or would you recommend it to your friends?

References

Customer Experience : Worksheet 1

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