In one of my daydreaming moments, I was wondering what type of a book I’d like to write. Here’s what came to my mind…
- What is a customer?
- Are all customers alike?
- What is a customer experience?
- Why does customer experience matter?
- How can you tell a good customer experience from a bad one?
- How do you design good customer experiences?
- What are some examples of good customer experience?
- What are the right metrics to measure?
- What skills do organizations need to deliver good customer experiences?
The content would center around two core concepts:
1) Experience-Based Differentiation which is built on three principles:
- Obsess about customer needs, not product features.
- Reinforce brands with every interaction, not just communications.
- Treat customer experience as a competence, not a function.
2) Scenario Design which invokes the following three questions:
- Who are your target users?
- What are their goals?
- How can you help them accomplish those goals?
I’m open for a book deal (Wiley: give me a call). If you don’t like this title, then I’ve got some other thoughts like: “Harry Potter: The Order Of The Customer” and “The Lord Of The Rings: The Fellowship Of The Customer.” 😉
The bottom line: Great customer experience doesn’t take rocket science.