We know through social media that customers remember your “hello” and “goodbye.”

Are you deliberate in the memories you deliver at the beginning and ending moments of customer contact? When you map out the customer experience stages, step away from ‘executing tasks’ and focus on the customer experience you want to deliver. To plan reliable delivery, you must know the customer emotions involved in the experience from beginning to end. If you deliver great personalized service, but parking is a nightmare, you still have a hurdle to clear.

Read More: What Are Your Customer Experience Bookends?

Clarity Challenge: Creating ­Customer Experience Bookends

  • How would you rate your intent and ability to create purposeful moments of customer contact?
  • How would your customers say you are doing?
  • Do customers rave about a memorable experience?
  • How does your decision for delivering planned and purposeful contacts – from beginning to end – compare with the profiled beloved company?
  • Do your decisions for creating memorable bookends earn you “Beloved” status today?

Take Action: What are the most powerful moments of contact in your customers’ experiences?
Identify one way to plan the experience to create memories, not just execute tasks on your “to do” lists.

Source: Evaluate Your Current Customer Experience Bookends

About Jeanne Bliss

Jeanne Bliss is not an evangelist or observer of companies; she is a customer experience expert.

As the Customer Leadership Executive for five large U.S. market leaders, Jeanne fought valiantly to get the customer on the strategic agenda, redirecting priorities and creating transformational changes to the brands’ customer loyalty. She has driven achievement of 95 percent loyalty rates, changing customer experiences across 50,000-person organizations.

Jeanne developed her passion for customer loyalty at Lands’ End, Inc., where she reported to the company’s founder and executive committee as leader for the Lands’ End customer experience. She was Senior Vice President of Franchise Services for Coldwell Banker Corporation. Jeanne served Allstate Corporation as its chief officer for customer loyalty & retention. She was Microsoft Corporation’s General Manager of Worldwide Customer & Partner Loyalty. At Mazda Motor of America she initiated the brand’s retention effort.


Jeanne's latest Meddles

Subscribe to OP|EN for BUSINESS!
Receive A Weekly Digest of the Most Popular Posts to Your Inbox!