Make things easy. Own the experience. Understand the customer.
Why easy is the new WOW: what today’s customers really want from an experience (smooth, efficient, easy); relief vs delight; consistency as a key component
Voice of the customer: using customer feedback to tackle pain points and deliver a smoother, more personalised experience
The customer journey: mapping out the experience; touchpoints where you can make a difference; being one step ahead to anticipate the customer’s needs
Owning the experience: problem-solving; team work & individual accountability; knowledge & attention to detail; proactivity & intuition
Customers want to just get on with their lives. Your job is to eliminate the obstacles that prevent your customers from being able to do that.
– Matthew Dixon
The Understood Experience
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