Customer experience enhancement can lead to big results and sometimes just takes a little common sense. A case in point:
The customer at the grocery store was interested in a package of baby red potatoes, but they were not marked and there was no signage indicating the price. He found a produce department worker and asked if she could do a price check because the potatoes were not marked.
“Yeah, they are,” the worker said, and headed over to the potato section. She pointed in the general area of two signs that said “Creamer potatoes, $3.99” and “Fingerling potatoes, $3.99.”
“Right,” the customer said. “But there’s no sign for baby red potatoes.”
“It’s the same thing,” the worker said, and walked away.
The customer bit his tongue. While the price of the potatoes may have been clear to the worker, it obviously wasn’t clear to the customer. And did the worker really know her products?
What about your business? Are your interactions clear to customers, giving them the best possible experience in your store? Just because you understand what’s going on doesn’t mean your customers will.
When evaluating ways to enhance the customer experience—whether it’s your signage, advertising, website, or physical space–try to have a “beginner’s mind.” Look at everything as if you had no idea what was going on; you’re a new customer just in the door.
Even better, have someone from outside your operation, such as a mystery shopper, come in and evaluate just such aspects of the customer experience so you can improve it.
And if a customer expresses doubt about something you’re trying to communicate, be pleasant as you try to help them. Good communications of all kinds are crucial to good customer interactions that lead to customer experience enhancement, and that’s no small potatoes.
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