VIA IndustryWeek : Dont Forget Your Customer.

To continue the ideas touched upon yesterday, I found another article that relates to the concept of creating excellent customer experiences. Again: in the saturated ESL industry of Mexico City – developing an exceptional customer experience will be vital to gaining new clients and surviving the economic downturn.

But, like was mentioned yesterday – customer experience is not a one time event. It’s a way of being as a company.

Cohen steps into some really interesting ideas of how to build a great experience.

Design: Understand the experience your customer wants, recognizing that one size does not fit all, and design “service products” that fulfill these needs. (“Don’t Forget Your Customer.” Cohen)

What would be the experience my customers want? As mentioned yesterday, I know the HR folk are looking for quick but meaningful reports on a regular basis. So one design oriented question for us is how can we present more meaningful/useful info each month, and deliver it faster each time?

Students would want something similar. To know where and how they’re going with the course they are enrolled in. I also think an increase in asking for feedback would be helpful – how are they experiencing our services?

The conversation is open – how can we imrove our customer experience?