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b'\\u201cExceptional customer service.\\u201d\\n\\n\\n\\nI\\u2019m sure you\\u2019ve heard those words uttered during a training session for a retail or service industry job at some point in your life.\\n\\n\\n\\nHeck, those words might even be in your own values statement or team member handbook.\\n\\n\\n\\nGoodness knows I\\u2019ve got nothing against exceptional customer service\\u2013it\\u2019s just that it\\u2019s a little\\u2026 vague. And more than that\\u2026\\n\\n\\n\\nWe tend to associate \\u201ccustomer service\\u201d with fixing problems.\\n\\n\\n\\nThere will always be problems to fix for customers but what about the rest of their experience with us?\\n\\n\\n\\nWhat if we used the relationship we want our customers to have with our business as the basis for designing their WHOLE experience.\\n\\n\\n\\nLast week, we talked through how critically examining your relationship to yourself as a business owner can help you develop a healthier relationship with your business so that it can take care of you instead of you always taking care of it.\\n\\n\\n\\nThis week, we\\u2019re taking a closer look at our relationships with our customers.\\n\\n\\n\\nSure, we could talk about delivering \\u201cexceptional customer experience.\\u201d But the ideas that always pique my curiosity are the ones where I learn how a business owner is thinking really creatively about how they design their customer experience.\\n\\n\\n\\nCustomer experience starts long before you ever make a pitch.\\n\\n\\n\\nIt begins when a potential customer first learns about your business and brand. That first impression sets a tone that will likely carry over into their experience of buying from your business and using your product or service.\\n\\n\\n\\nCustomer experience carries on through the buying cycle as a potential customer learns more about your business and how it helps people like them. They experience your business in a new way when they actually make a purchase and get onboarded into your world. Customer experience is, of course, baked into how they use your product or service, as well as how they\\u2019re \\u201coff-boarded.\\u201d\\n\\n\\n\\nBut customer experience doesn\\u2019t stop there!\\n\\n\\n\\nIt continues on after they\\u2019re done with their initial purchase\\u2013the ongoing nurturing they receive from you impacts their experience, too. And then, when make a follow-up offer, that\\u2019s ALSO part of their customer experience.\\n\\n\\n\\nBeing really intentional about how you design the customer experience from start to finish means you\\u2019re being really intentional about the relationship you want to build with the people who are buying from you\\u2013and even the people who never do.\\n\\n\\n\\nWhat I really love about customer experience design is that it can be so creative!\\n\\n\\n\\nThere truly is no one-size-fits-all process. Our different values, types of customers, ways of serving, skills, strengths, differentiators, points of view\\u2026 they each contribute to making our customer experience uniquely our own.\\n\\n\\n\\nDuring the course of this episode, we\\u2019re going to look at 4 ways you can make your customer experience remarkable and help build a more intentional relationship with the people who buy from you. I\\u2019ll share some things you can consider as you think about your own customer experience and you\\u2019ll hear examples from thoughtful business owners who made customer experience design a priority.\\n\\n\\n\\nYou\\u2019ll hear from'