How to create a Customer Experience that will keep customers.

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