That said, there has to be something in it for them even if it’s only about making it easier to get their products and services faster. Increasingly, customers are happy to serve themselves, and enter their own data, provided you give them the systems and opportunity to do so. Let customer serve themselves when they want to If listening to customers isn’t practical or possible, the second best option is to listen to channel partners, your customer service team, service technicians (if you have them), and front-line staff people that have to deal with customer questions, issues and complaints every day. Additionally, customers don’t fully understand how your processes work and the technical and data challenges that underpin service delivery. Capturing customer feedback isn’t as simple as it sounds, partly because they don’t always want to invest the time to tell you. It makes sense to ask them and apply the learning lessons carefully. They include: Listen to customersĬustomers generally know what they want. We know from benchmark case studies into companies like Amazon that there are some ‘must-haves’ that every customer experience should embrace. If you want to impress customers, bluntly, nothing less than the standards they set will do.Įssential building blocks of effective service experience Given its huge visibility and customer audience, Amazon is setting the benchmark of what good customer experience looks like.
#CO CREATION WORKSHOP HOW TO#
In this article, we look at why co-creation workshops are becoming the norm in service design.Ĭustomers expect more from services these daysĬompanies like Amazon – that are fanatical about customer experience – are demonstrating to the rest of us how to deliver awesomely high standards of service. Achieving an above and beyond customer experience requires services to work seamlessly, intuitively. You produce services to deliver value to customers.
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