The marketing of your company shifts into high gear when customers walk in. Advertising attracts, but whether your branding wins or loses is measured by a customer’s tangible experience. Optimizing that moment of truth is is a matter of understanding the variables and managing them.
In retail, customer experience happens at the store. Service businesses, on the other hand, bring it to the customer. In the final installment of our conversation, Mike Dandridge, author of The One-Year Business Turnaround, shares how his Customer Experience Factor applies to service businesses.[audio:https://charliemoger.com/wp-content/uploads/2010/04/Mike-D-3-REV.mp3|titles=Mike D #3 REV]
As with retail, seeing the experience through the service customer’s eyes first points you in the right direction.