Customer Experience Tip Library - Tip #1 Buy Something From Yourself
- Mark O'Brien
- Nov 30, 2022
- 2 min read
Updated: Jul 24, 2023
Series 1: Customer Experience Tips
-Buy Something From Yourself
Whether you are providing a product or a service, the best way to have empathy for your customer is by directly putting yourself in their shoes! This quick empathy exercise can be the first step in an Experience Audit and the goal is to put yourself through the process of purchasing your service. Use a friend or spouse’s computer or phone, search for a common phrase describing your need, and let the journey begin!
Read through the competitors’ material, go to your website or social accounts with the eyes of someone looking to purchase.
You’ll be amazed at what you find.
While you read and browse, keep an Ideas List next to you of all the interesting things you need to optimize for. Some examples are:
-We should probably be on the first page of Google for these specific search terms
-We need to complete our snipet or Google Business listing
-We should optimize our presence on these lead referral sites: Angi, Thumbtack, Handy, BBB, (for software: Capterra, Software Advice, Compare Soft) etc
-It’s difficult to understand exactly where our expertise is from our social media pages
-Our competitors say this on their material – and I thought that was helpful
Continue down this path and purchase or request a quote of your service, fill out the form, download the info, send the email, call the number.
Keep your same Ideas’ List going.
-The hold music was horrible
-The “thank you” submission email didn’t sound friendly or engaging
-There was no personal touch in the process
-The logo on the thank you form was mis-sized
-We didn’t respond in 24 hours like we promised, etc…
This simple exercise should generate an Idea’s List which is a great place to start when it comes to optimizing the customer experience. From there you can start determining your critical touch points, defining ways to delight your customers at each step, then master the follow up.
To continue this process, actually use the product or service and keep using your Idea’s List. Actually, replace the window your home, or clean the carpet for your parents. How messy was the project, how long did it take you, what were the unforeseen impact on the surrounding area, what questions did your wife, husband, or parent ask you about the project, what types of things didn’t go as planned that you should communicate. All these insights will help you refine your process, and provide insight into how to set expectations appropriately to DELIGHT (along with giving you marketing insight and content ideas).
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