The Three-Dimensional Approach
The last time we were together, I ended our encounter with the concept of using your customer interaction process to itemize your company’s POCs. Now we won’t be able to go through every possible scenario, however, we can create a model that can be used for any type of business. By reviewing your company’s customer experience in a three-dimensional format, you can begin to see the important points where your customer service will be under scrutiny. Even if you miss a few the first time, the process itself will automatically bring you into the proper frame of mind. It’s almost like pushing a stalled car down a hill, once you get it going, it can be hard to stop.
So let’s look at a fictional business and see what we can come up with. Let’s take your classic fast food restaurant for example. From a three-dimensional approach, there a so many points to review. We’ll start from way out and work our way in. The first thing to consider would be the location, but don’t want to go into that too much in this review. Next would be the PARKING LOT! Wow, that felt good. Yes, the parking lot. I think this is POC number one. Not that it’s the most important, but it’s definitely the first. Once a customer gets parked, they have to enter the building. Any number of things could transpire between the car and the door. POC number two. Once the customer enters the door, they are approached with all types of visual and sensory stimuli – colors, smells, floor layout. These are truly the first impressions that most customers will remember about the business as a whole.
Expanding The Service Process
POC number three. Now that they are in and satisfied with their initial experience, it’s now time to review the menu. However, the menu could be bypassed and a customer could go straight to speak with someone to begin to order. I feel like the menu and the ordering mechanism sort of overlap. POC number four. Next comes the ordering process. This is a very important part of the customer experience and there are so many objects to consider here. POC number five. Then there’s the order pickup. POC number six. Then seating. POC number seven. And lastly, the exit. POC number eight.
You can see how this process can help a business improve its service. We just scratched the surface, but I think many of you will begin to see how to expand on this concept as we continue to dig deeper. When you walk through your customer’s experience, it opens your eyes to new facets of your business. A lively discussion would be a good way to help us get the most out of this exercise. I hope to hear from you.
Thanks for reading,
Darryl