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Tip 1 Getting Started

9/29/2013

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The best first step to building an unforgettable customer experience is to start with a Strategy. Whether you are a business starting from scratch, looking to make improvements or overhaul it altogether the first step is the same - Define and document your strategy. This is the framework for how everything will begin, change or vastly improve.  

Here are a few things to keep in mind:

  • Make the strategy a short, easy to read document
  • Articulate your ideas cleanly and concisely
  • Pretend your audience is in grade school - I promise this helps!
  • Keep your goals attainable, especially in the early going
  • Celebrate each milestone and have fun doing it - Let your guard down and enjoy!
  • Make it collaborative - Engage your customers and front line employees for help
  • Keep in mind the People, Process and Technology framework
  • Don't let the document be a one and done event - Embed it in the organization
  • Ensure your executive buys in and supports it unconditionally

If you need help building one I'd love to help!
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