Quick wins for your customer experience
Even the best businesses can lose customers through overlooked friction points. In this episode, we explore how small tweaks to your customer experience — particularly at the beginning and end — can make a big difference to how your brand is perceived.
Branding Before Breakfast Ep 207 Quick wins for your customer experience
Now I am wondering today whether you have some quick wins to be had in terms of your customer experience, and I’m going to give you an example. We did a brand workshop last week to kick off a rebrand, that’s one of our favourite things to do and we see the inner workings of lots of businesses.
Okay, so this client, they are experts in their space. They’re providing an incredibly high quality service. They are better than their competitors. But what we quickly found was that the customer experience at the beginning and at the end was a disappointment.
It was friction. It wasn’t really congruent with their values and with the quality and I guess premiumness of… premiumness, that’s a hard one. Premiumness of their service. So it was quite difficult in the first instance to try and book in with them. There were some technology issues, there were some waiting times.
It just wasn’t easy. And you can really quickly lose people that just go to a competitor that’s got an easier initial experience. Then they would get this high quality service. And then at the end, in terms of the way the admin and the payment and that final portion of the journey – was not great either.
These are small things that honestly can make or break your business, and they are things that you really should be working on all the time. You shouldn’t wait till you do a big project, like a rebrand, to get in there and really think about the impression that you’re giving and the experience that people are having.
A hundred percent perception is reality. You can have an incredible service, you can be an expert, but then you’ve got these little tiny things that are letting your business down. In terms of your business… When was the last time that you sat down and really thought about the customer experience from beginning to end the journey they go on?
What are those little things that annoy them? And you might not even know, you might not be close enough to the customer to know what’s annoying them, but I bet if you got a group of your employees into a room talking about the business, you will absolutely find some gold and things that you can take action on now.
Written by: Jodie de Vries
Published: April 2, 2025