What is your Customer Experience Profile?

Your customer’s experience is a combination of many components, many of which you may not have even considered. This short quiz will reveal your Customer Experience Profile – both its strengths and its pitfalls. Understanding your profile will give you clarity about what to do next…

Productivity

I start on lots of things, but quickly get bored and move on to something else. Nothing ever gets finished.

I make progress on urgent priorities, but seldom have time for important projects.

I have lots of important projects going on at the same time. Some get finished. Some don’t.

I decide on what’s most important and I focus on it tenaciously! I complete projects quickly and my colleagues wonder how I get so much done.

Leadership

My staff does what they want to do, not what I want them to do. I feel I have little to no control, and I’m not sure how to change it.

Some of my employees follow my lead, but I struggle with a few renegades who undermine me.

I’ve got a good, solid team, but sometimes I feel like they are just working for the paycheck.

I inspire my team to consistently go above and beyond what’s required. They understand my vision and are actively engaged in helping me achieve it.

Attitude

If I’m honest, I’d have to say most of my team doesn’t really give a damn.

My team has good days and bad days. There’s still some whining and negative comments about customers, policies, and each other.

All in all, things are pretty good. There’s no drama and we usually get along.

My team has a real esprit de corps and we love working together. We are focused on giving our customers an amazing experience and work seamlessly together to achieve that goal.

Customer Service

My customers get lousy, indifferent service and it drives me crazy.

I would guess that about half the people who visit my store leave happy.

Most of my customers get helped by a friendly, knowledgeable team member.

All of my customers are thrilled with the experience they get in my store! They are evangelists and rave about my store.

Selling Skills

My team is most comfortable just standing behind the counter and ringing people up.

My team is friendly and will help if the customer asks them a question, but they rarely initiate a sales conversation.

Most of my employees know the selling process, but they aren’t consistent. They don’t understand how adding on and selling up improves the customer experience. They often abandon a customer who says they are “just looking.”

Every single one of my team members is a thoroughly trained and highly skilled salesperson. They stay focused on selling each of my customers exactly what they want and need to have a great experience.

Training Programs

I feel totally stuck. I don’t do any formal training, and I don’t know where to start.

I do a little training on the floor when I have a spare minute (which isn’t very often). It’s hit or miss.

A couple of times a year we have a team meeting where we do some sales training and my vendors give some product training if they are in the store.

There is a formal training process with an on-going coaching program in place and it’s being used consistently. Everyone on my team knows exactly what to do and executes!

Feelings About The Future

I am discouraged about where my business is right now and don’t feel it will get any better.

I want to be more successful, and I’m looking for ways to get better.

I’m at the point where things are pretty good and I feel like I’m just about ready to breakthough. There’s light at the end of the tunnel!

I am super excited about everything the future has to offer. I’m filled with ideas and inspiration.

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Customer Experience Profile Quiz