Experience your business like a customer

[shaownhasane]

Delivering a great customer experience requires empathy and anguilla email list external orientation.

Dan believes that businesses should experience their company as their customers do. For example, most dental offices usually have their entrance at the back of the building so that dentists can arrive before their appointment without having to walk through waiting patients.

But avoiding the front door day after day can prevent them from noticing issues like fingerprints on the front door or outdated reading material—problems that patients would notice. Let's say your institution doesn't have a physical location. You still need to view your website, applications, contracts, invoices, etc. through the eyes of a customer rather than an owner. Dan says that when you get too close to your material, you miss opportunities to improve.

So explore your site thoroughly or let someone else do it objectively. It’s valuable to look at your business from the outside, rather than assuming your existing customer perspective is enough. "Become a customer of your own company" by seeing your material freshly or through someone else's eyes. It will uncover opportunities for personalization that you can’t see.

Dan also emphasizes examining every customer interaction or touchpoint, no matter how small, for opportunities for improvement. Not everything has to be exceptional, but be on the lookout for interactions that feel “boring.” Turning something mundane into something special can go a long way in enhancing perceived personalization.
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