What are your customer experience bookends?

This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog.

Have you planned the beginning and ending moments of customer contact?

First impressions last the longest. Does it create the ideal first opinion of you? Do you think about how you punctuate your moments of connection with customers?

Evaluate your level of clarity to create memories ­for ­customers:

  • How would you rate your intent and ability to create purposeful moments of customer contact?
  • How would your customers say you are doing?
  • Do customers rave about a memorable experience?
  • Do your decisions for creating memorable bookends earn you “Beloved” status today?

Take Action: What are the most powerful moments of contact in your customers experiences? Identify one way to plan the experience to create memories, not just execute tasks on your “to do” lists.

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About Jeanne Bliss

As “Chief Customer Officer” for Lands’ End, Mazda, Coldwell Banker, Allstate, and Microsoft, Jeanne got “customer” on the strategic agenda, earned 98% loyalty rates, and changed experiences across 50,000-person operations. Jeanne now runs CustomerBliss to create an actionable path for profitability and business growth -- through earning customer and employee raves. Her best-selling books are Chief Customer Officer and I Love You More than My Dog: Five Decisions that Drive

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