Customer Experience: We probably all know the definition, and we have probably also all sat through a class or training session on Customer Experience where the trainer asked: “Share a great or bad customer experience you have had?”. Instead of sharing these past experiences in a classroom setting, learn through experience and go Rally together instead!
A What? A Customer Experience Rally is a 1-hour customer experience journey whereby you and your team go out to the city center with a list of questions and brands, and really experience, sense, and step into the shoes of your customers or guests– both for the good and the bad. Here 5 reasons you should rally with your team to boost your customer experience:
1. You get to be a customer
Everyone has heard of the infamous mystery shopper, how cool is it to be a shopper incognito, a mystery shopper! Your team gets to “shop” in secret while evaluating in order to grow, learn and develop, and step into the shoes of the customer.
2. Open your eyes – and gain insight
Experience is everywhere and can affect every touch point of your organization. More of then than not experiences you have are mediocre at best. Once you gain insight into what makes an experience mediocre you can improve.
3. Team connectivity
You all share, experience and are aligned in the same way about customer experiences. You all noticed how the girl behind the counter ignored you at a particular store, but you all also felt how awesome it was when you had a great experience.
4. Shape your desired experience
You have seen the behavior of others in action, and know what you like and what you didn’t like. As a team, create the experience you would like your customers or guests to have and the behavior that aligns with that desired experience.
5. Common language
This one goes hand in hand with team connectivity. You are connected but also incredibly aligned on what it means for your organization to deliver an exceptional experience.