Driven by trends in consumer products and Silicon Valley disrupters, today’s customers have higher expectations. A recent study by the Smithsonian found that exceeding customers’ expectations was one of the top predictors of a repeat visit, and likelihood to recommend. But how do you exceed expectations if you don’t know what they expect? A customer experience audit is the first step in learning more about your customers.
Customer experience audits establish a framework for inspecting all of the ways customers relate to your organization and its Programs. Assessments are made from customers’ points of view. This shift in focus enables staff to internalize the lived experiences of the people at the other end of the organization’s solicitations, policies, wayfinding, etc. Key components of a customer experience audit include:
A customer experience audit reveals chances for beloved organizations to transform its relationship with the people it serves, and along the way, discover where it fits in customers’ lives.