John DiJulius | Customer Experience Blog


The 6 Components of a Customer’s Experience; True Gratitude
January 13, 2015, 2:38 pm
Filed under: Customer Service
Customer loyalty is your organizations strongest asset. 2015 has to be about how you are going to make your Customer Experience your distinct competitive advantage. Before you can move forward creating a strategy, your leadership team needs to give your Company’s Customer Experience a checkup to recognize your strengths and weaknesses. 
 
The Six Components of a Customer’s Experience 
 
In order to create brand loyalty and Customer evangelists, you must operate at a high level in six distinct areas of business and constantly evaluate your company’s Customer experience across each category: 
 
1. Physical: Deals with the actual brick-and-mortar component of your operation. These are the physical elements that are more permanent or long term, that cannot be changed daily. 
 
2. Setting: Refers to the controllable setting you create daily. As Disney says, “Everything speaks from the doorknobs to the dining rooms sends a message to the guest.” The setting communicates a message about what you can provide your Customers. This isn’t always visual, it may be the music your Customers hear when they call and are placed on hold or the mood your web site creates. The setting reveals the characteristics of your business as they appeal to the five senses of your Customer: sight, sound, smell, touch, and taste. 
 

 

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