Customer Experience For Dummies

Chapter 4

Is There a Doctor in the House? Diagnosing Your Customer Experience Ailments

In This Chapter

Looking at how good customer relationships go bad

Identifying behaviors that send customers packing

Asking five “why” questions to determine where problems lie

Prioritizing problem-solving with Pareto analysis

Creating and conducting your own customer experience diagnostic

Human relationships — whether a marriage between two people or the relationship between a customer and a business — constantly change and evolve. No one person is the same as she was yesterday, and neither is any one relationship. There is no neutral; things are either getting better or they’re getting worse. Unless you work tirelessly to stay current with your customers — to be aware of their level of engagement with you, your products, your services, and your brand — you’ll find that the relationship will change for the worse, right under your feet.

This chapter pinpoints the problems that commonly plague relationships ...