How to create a Customer Experience that will keep customers.
PART 1. Create the Customer CARE Experience
Step1:
- Acknowledgement
- Greetings & farewells
- Remember little things
Step2:
- Show Appreciation
- Genuine thank you
- Show signs of gratitude
- Gifts
Step3:
- Be Present
- Give your time
- See, not just look
- Listen, not just hear
Step4:
- Be Personable
- Treat as an individual
- Genuine helpfulness
- Be kind
- Be positive
- Have fun
Step5:
- Be Consistent
- Have clear & simple standards
- Monitor & control standards
- Continuous training without friction
- Monitor & control training
Step6:
- Be Memorable
- Identify one customer interaction above that can become extraordinary
- Standardise this extraordinary moment
- Be unexpected
PART 2. Create the Customer BUYING Experience
Step1:
- Make things easy
- To understand what they’re getting
- To compare with alternatives
- To order & transact via different methods without friction
Step2:
- Be helpful
- Provide answers fast from knowledgeable staff
- Provide self-serve answers fast without friction
Step3:
- Get the product to the customer fast
- In-store speed of service: customer traffic flow, back of house flow, front of house preparation flow
- Speed of delivery
Step4:
- Be human
- Be positive
- Have fun
Step5:
- Be consistent
- Have clear & simple standards
- Monitor & control standards
- Continuous training without friction
- Monitor & control training
Step6:
- Be memorable
- Identify one customer interaction above that can become extraordinary
- Standardise this extraordinary moment
PART 3. Create the Customer PRODUCT Experience (skewed towards food)
Step1:
- Quality is a Minimum
- View the product as a piece of Art
- Select & align values & integrity with farmers/ meat/ fish suppliers
- Choose fresh produce over frozen
- Make daily over mass production
- Local suppliers over International
- Secret X factor
Step2:
- Food/Product Presentation
- Indulge the senses: Sight, Sound, Smell, Touch & Taste
- Art Participants are from the kitchen, to plating to final customer handover
- Crockery & packaging is the vessel of the piece of Art
- Person handing over the food is the last brand ambassador
Step3:
- Environment
- Store layout conducive of flow
- Store decor, fittings & fixtures
- Cleanliness
- Ambience & mood
- Location & signage
Step4:
- Be Human
- Knowledge & helpfulness
- Kindness
- Positiveness
- Fun factor
Step5:
- Be Consistent
- Have clear & simple standards
- Monitor & control standards
- Continuous training without friction
- Monitor & control training
Step6:
- Be Memorable
- Identify one customer interaction above that can become extraordinary
- Standardise this extraordinary moment
good idea