In my last post, I suggested that some businesses might be able to "ignore" customer experience elements because they are well established or have such great foot traffic they are making enough money.
Let me clarify something. Great customer experiences do not require a lot of expense, remodeling, hiring a designer, or stripping out authentic elements (or staff members) to create a homogenized, designer-ey experience.
I believe that great customer experiences begin with attitude—a customer-focused or visitor-centered approach. For all of us in business (or running nonprofits), it's natural to do things in ways that are easiest for us, make sense for us on staff, and often, are the way we've been doing things successfully for years. But that doesn't always give your customers (or visitors, or guests) a great experience. You can feel the difference.
The little grocery store certainly would look better if it did some remodeling. But they could also wow us with special orders, letting us know that they want to offer us exactly what we'd like, what would be convenient for us. Yes, it would be a bit more work for them, but I believe the return would be increased profits and even more customer loyalty.
Tip of the day: Sit down and think about whether your business is customer-focused or self-focused. Are you doing business with the customers' needs first, or yours? Beginning with an attitude shift might be the most important "makeover" you'll ever do.
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