How to Create Great Customer Experiences

Introduction

• How to create great customer experiences

1. Build Customer Anticipation and Set Expectations

• Build anticipation for a great customer experience (CX)
• Set expectations for a customer experience you can deliver

2. Craft Meaningful Peaks, Memorable Ends in Your CX

• Why experiences must be emotional to be memorable
• Prioritize peaks and ends of experiences
• Tackle negative peak moments first in your CX
• Heighten positive peak moments in your CX
• Enhance your "experience ends" in CX

3. Reinforce Experience Memories in Your CX

• Track how well your customer experiences are remembered
• Reinforce positive experience memories in your CX
• Intervene to rewire negative memories in your CX

Conclusion

• How to start creating great customer experiences today