Chapter 8
Seven Principles for Creating a Customer Experience for People Not Like You
This part of the book focuses on crafting the customer experience for specific groups of people—members of different generations, members of different races/ethnicities, women, families, gays and lesbians, and more. But before we tackle this, it’s important to take a look at all the different customer touch points, since the customer experience doesn’t just happen when someone buys something. A customer’s experience is shaped by the entire interaction with your brand, product, service, or company—from beginning to end.
The following sections discuss the seven principles to crafting a customer experience for people not like you.
Get Crafting the Customer Experience For People Not Like You: How to Delight and Engage the Customers Your Competitors Don't Understand now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
