The $0.50 Sweet Secret Weapon
SuperOffice found that 81% of organizations cite customer experience as a top competitive differentiator. So do 4 out of 5 of your interactions with businesses actually stand out?
Read More →Customer Experience📅 August 16, 2024⏱ 2 min read
4 Questions to Ask About Your Customers’ Experience
SM
Sturdy McKee“They are not my competition!”, she almost blurted. “Wow, that’s it.”
We were discussing continuous improvement, kaizen. Specifically, we were discussing leveling up her business’s customer experience to generate more word of mouth.
Now they already do a great job. They have a great NPS. Word of mouth is their strongest marketing channel. More people hear about them from their customers and referral sources than any other way. But just like every great athlete, she wants to be better than she was yesterday.
So, we were working on that idea of kaizen as it applies to the customer experience.
After I shared the idea from Seth Godin about remarkable being worthy of remark, i.e. “Remark-Able”, I asked the following 2 questions.
“How many people are going to have contact with your business today?”
She replied, “60, maybe 80. Wait, maybe even more.” Because contact with your business doesn’t mean they actually walk through your doors.
“Now, of those 80+ people, when they sit down to dinner tonight, how many of them are going to talk about their amazing experience with your business?”
“Wow. That really reframes things.”
The point here is that your competition isn’t the other guy who does what you do.
It’s all the things your customers experience in a day.
To stand apart. To be “Remark-Able”. To have people want to talk about you for the right reasons, you are competing with all the other things.
You are no longer competing with just your industry or others who provide a similar product or service. You are competing with all their other experiences.
So, answer the following 4 questions:
“How many people are going to have contact with your business today?”
“How many of them are going to talk about their amazing experience with your business?”
“What would happen if we could double that number?”
“What’s my next step toward making that happen?”
Answer those 4 questions and you’re on your way to remarkably happy customers, unstoppable word of mouth, and a thriving business.
Ready to Make Your Experience Remarkable?
Small, consistent improvements to how customers experience your business compound into word of mouth you cannot buy.
SM
About Sturdy McKee
Sturdy McKee is the founder of Sturdy Coaching, LLC, and creator of The 6-Hour CEO™ approach. With two decades of experience scaling and selling a six-location physical therapy practice, Sturdy helps business owners transform from being the hardest-working player in their business to becoming its confident coach and strategist.
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