Self-service... self-check-in... self-service channels...
Technology has given customers the power of choice
To create a great customer experience, you have to give them a sense of control at every step of their journey.
Regardless of where you work, you are in contact with customers, more than most CEOs, that's for sure. So you know where customers struggle and where customers would like to have more autonomy.
⦿ Where can you allow customers to be in charge?
Each dimension of control -the who's, what's, when's and where's - contributes to the overall control feeling.
Watch the video below where Matt Watkinson gives examples of customers in control.
Photo by rawpixel.com on Freepik
Reference: The Ten Principles Behind Great Customer Experiences by Matt Watkinson. Edinburgh Gate, Harlow. 2013.