Study your competitors and create a survey to compare, evaluate, and improve your own customer experience.

1. HOWTO CREATE A KILLER
EXPERIENCE

2. What are you doing today that is
effectively adding value to your
customer experience?

3. You might be able to gain new
customers with a quality product, but
you won’t be able to retain them with
a poor customer experience!

4. Yet a lot of frustrated
customers won’t let you know
that you suck…
they’ll just tell
everyone else and
never come back.

5. So how do you ensure
your customer experience
is awesome
?

6. Become a
customer
yourself!

7. STEP 1
Study your
competitors’
customer
experiences

8. Pretend you are a big prospect at the
beginning of the customer journey.

9. Leave all biases
behind and
decide which
competitor
catches your
eye.

10. If practical, complete your journey
to purchase and
document your entire experience.

11. Take note of the positives,
neutralities, and negatives.

12. What frustrates you?

13. What makes
you happy?

14. Create and fill out a survey
STEP 2

15. Break down your experience into
single interactions.

16. Rate each interaction.

17. Would you refer
a friend based
on the customer
service received?
FOR
EXAMPLE:

18. Repeat the study and survey for all
your direct competitors.

19. Evaluate your company
STEP 3

20. Engage the same
touch points
with your
company.

21. Fill out the survey
compare to your
competitors.
&

22. Send the survey to your actual
customers for real feedback.

23. How does your customer experience
rank against your perceptions?

24. Improve your customer experience
STEP 4

25. Target
where your
competitors
can be
imitated
and
exploited.

26. Quickly
improve your
weaknesses by
modeling after
your
competitors’
strengths.

27. Strengthen your key differentiators
to further stand out.

28. Get rid of low value processes and
simplify the customer experience.

29. STEP 5
Continue to
evaluate and
improve

30. Send out the survey every 6
months to assess and pivot.

31. If not maintained, the perception of
your company will change.

32. And someone else who thinks
about your customer everyday
will satisfy their needs.

33. Will that be you?

34. Learn more by
downloading
the “25 Must
HavesTo
Supercharge
Your Customer
Experience”, at
clutch.com/25
Must HavesTo Supercharge
Your Customer Experience
25

35. If you’re a B2C marketer ready to take
your customer experience to the next
level please contact us on the next page.