Recipe 4 - Know Your eXperience

The only sustainable differentiator for any company is delivering a relevant, meaningful, and memorable human eXperience that meets customer needs and wants in a way that creates a lasting favorable impression. This eXperience should leave the customer feeling satisfied, valued, and connected to the brand. Further, it should be an eXperience unique to the brand.

People are, ultimately, the core of any business. Without people, you have no business—no customers to buy your offerings and no employees to deliver and serve your customers. In the end, your eXperience is your greatest differentiator and your only sustainable unique advantage in your market. Understanding how your customers and employees experience your Start-Up allows you to ensure they have optimal eXperiences. This, in turn, can engender satisfaction and long-term loyalty. 

In Recipe 4, you will develop a plan for how you win, serve, delight, and retain your customers and employees. Downloadable assets include:

• Recipe: Know Your eXperience, by outlining your goals for customer satisfaction and who in your Start-Up "owns" the related tasks, a plan for how you will win, retain, and delight both customers and employees, and determine your key performance indicators (KPIs) and metrics for success.

• Template: Know Your eXperience, to document your customer's current and desired emotional state relative to their buying journeys, Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT), customer success stories, customer references, and plans to delight both customers and employees.

Note: as a subscriber, you will be able to access refinements as well as additional Recipes and Templates as they become available in the future.

This Recipe is part of the SavvyX program bundle: Subscribe or purchase here