Management Success: 5 Ways to Create the Best Customer Experience

As a service provider, your main focus is to provide the best overall experience to your guests. However, the backbone of what goes into a great customer experience is commonly overlooked by many. A quick Google search will return more information than you’ll know what to do with. Thankfully, this is NOT that type of article. The following tips and concepts below will guide you in creating and managing a successful experience plan.

#1 Conduct a SWOT analysis

The first key step in generating a guest experience is understanding yourself and organization. Identifying the strengths and opportunities can help generate ideas for unique offerings and align with your vision. This focuses the attention on the resources and things that you are good at. In addition, this model also identifies threats and weaknesses. External sources can also have a harmful impact. You should always be setting goals in areas that need improvement. In return, this can make you more aware of the surroundings and improve the guest experience.

#2 Segment Visitors

Understanding your guests will help you deliver the highest quality experience. Segmenting visitors based on several characteristics will make their encounter much more enjoyable and personalized. This involves differentiating by service offerings and tiering. You can group buyers by:

  1. Demographics: This typically involves age, race, religion, gender, family size, ethnicity, income, and education.You can pull census data to determine who, where, and how you want to market your product.
  2. Psychographics: Involves personality traits, values, attitudes, interests, and lifestyles. This occurs when you break your market down along these interests and attitudes so you can market the appropriate product to each segment of the market.
  3. Behavior: What are the observable behaviors of the customer (ie-spending, consumption, usage, desired benefits, etc)? Identify how loyal the customers are and tier products and services based upon this.
  4. Need-based: What does the customer truly want in a service? Are they more quality sensitive or price sensitive? How well does a product or service enable the guest to successfully execute any job? Customer needs-based segmentation is valuable because it reveals underserved and over-served market segments that exist in a market and the size of each of those segments.

Segmentation will allow you to better develop and market your products because there will be a more precise match between the product and each segment’s needs and wants.

#3 Plan for Success

Hiring qualified employees for the distribution and delivery of your product is very important. Being in the service industry, guests will encounter the service staff almost immediately, creating personalized relationships with them.

You should create better pay and benefits to attract quality staff. Be on the lookout for outstanding service performers as they bring in natural qualities that cannot be taught. Keep the job scope broadened to encourage the application of new skills. Also, ensure that relevant training and empowerment practices are implemented to allow for frontline staff to feel valued.

All of these cues will make employees happier in their work and provide higher quality service, thus creating a greater customer loyalty base and experience.

#4 Remember to Use and Craft the Service Environment

Crafting the service environment can help exemplify the experience for the guest. This includes the style, appearance of physical surroundings and other elements experienced by customers at “delivery” sites. The service environment can shape the customer’s experience, behavior, feelings, and reactions. The ambiance and spatial design can all increase the desire for certain goods, services, and experiences. It can also help to assess questions related to quality and brand as services are often intangible. Having a strong understanding of your guest’s emotions and characteristics will be key in aligning the proper environment.

#5 Identify Fail Points Through Blueprinting

Using a blueprint to plan out the experience for your guest will identify the on and off stage processes. In addition, this model can also exploit fail points in your service. A fail point is any point within the encounter that has the potential to affect customer satisfaction or quality. Risk is always involved in the service industry, as it is in any activity undertaken in life. However, proper management techniques can help reduce the effects that risk will have on a guest. Using total quality management methods will prevent errors in the delivering process. “Poka-yokes”, or fail-safe methods ensure that certain steps and standards are being followed.

This process allows the provider to understand the service/experience and improves areas that are weak and undefined.


So that’s it! We hope you take these tips into consideration and apply them in your organization to create a great customer experience!

3 Reasons Why Link Rot is Hurting Your Small Business

What is Link Rot?

Link Rot is a process by which hyperlinks on individual websites or the Internet in general point to web pages, servers or other resources that have become permanently unavailable. The phrase also describes the effects of failing to update out-of-date web pages that clutter search engine results. Today we are going to focus on how link rot on your website or blog can directly affect small businesses. Here are three reasons why Link Rot is hurting your small business.

1: Its looks unprofessional

Imagine you are driving down the road and your car starts having engine problems. First, you get the stench of burning rubber in your nose, you start to see your fluid gauges go haywire, and the car is making peculiar noises. You do the first thing you can think of and pull into the closest service station. However, when you arrive at said service station it doesn’t take you more than five seconds to build up your first impressions. There is oil on the ground in the garage, the building itself needs a paint job, the mechanics don’t even give you a nod when you pull up. Just by looking at this business from the outside and noting how you feel and are treated, you have already made up your mind that this place clearly doesn’t hold themselves to the utmost professionalism that we desire.

Well, a website or blog that represents your own business may not be any different. Let us look at a slightly different scenario. This time you have not even left your driveway and your vehicle starts having mechanical difficulties. The first thing you will most likely do is go online and start doing research for a local auto mechanic. The first website you pull up is a local mechanic, the website is hard to navigate, it doesn’t look like it has been updated in years, and you’re already moving onto another web page with a more professional atmosphere. Your website or blog represents your business no differently than the building you work in. This, in turn, will make people look at everything you have done and may dismiss you as unprofessional.

2: People may think your business no longer exists

It is possible that people may visit your out of date website or sloppy blog page and figure that you went out of business. If your website has not been updated in years people may think the same about your business. Especially if your contact information is not easily available or correct, potential customers may move on.

3. 404 Error the page cannot be found

This is probably one of the most saddening things to happen to your small businesses blog or web page. Even if your web page is up to date and savvy. If people cannot find your blog page or website within a few searches they will probably give up on finding your business. There is a plethora of information on the web and we want our markets segments to have the ability to know our small business exists. This means going into as much detail on your websites so your customer segments can search for you easily.

Be thorough and make your content easily available and professional. Remember some people do judge books by their covers.