How to Be a Customer Experience Marvel (Part 2)

Last time I took you through how to Document the Steps.  Now let’s talk about how to Practice and Refine them (Part Two).

If you have employees, hopefully you’ve had a chance to go through the steps with them and get their input.  If you are a solopreneur, it might be a good idea to share with a mentor or other business-owner friends (non-competitors, of course!).

Once you have a working copy of your steps (for each service) that you are happy with, it’s time to test it out.

You can do this with your team through role play.

  • Ask team members to take turns acting as the customer and go through the steps in detail.
  • Assign someone to be the master note keeper.  They will take the “steps lists” for each service you are practicing, track changes made ‘on the fly’ and highlight areas that need more work.

In addition to improving your steps, role play is a great opportunity to…

  • Bond with your team — Working together for a common goal is great for morale.  Why not bring in some food & drinks and in-between practicing, have brainstorming sessions?  If you have 6 or more employees, you can even have ‘mini-groups’ to encourage greater interaction.  Be creative and make it fun!
  • Educate them (and yourself) — Practicing the steps will help everyone commit them to memory.  It also allows you to give each other feedback to improve your individual approach.  And practice is great for building confidence.  The more confident you and your team are, the more likely you are to present a seamless, consistent experience to your customers.

Note for Solopreneurs: Try to recruit friends/peers to help you practice.  Again, make it fun.  Offer food and drinks and maybe even goodie bags to thank them.

Next time, I will discuss Part Three: Launch and Measure.

In the meantime, feel free to leave questions or comments below.

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