Thinker Tool: The Perfect Customer Experience

Australian author, Ken Hudson, delivers a very practical creative business book with, ‘The Idea Generator’. In it he suggests a stream of activities designed to build and develop ones business. He categorises these under six core goals:

1. Solving Problems
2. Creating Growth Opportunities
3. Improving Performance
4. Enhancing Team Performance
5. Selling with Impact
6. Breakthrough Leadership

Under ‘Creating Growth Opportunities’ he recommends as Tool #2

Design the Perfect Customer Experience

Rather than following than following the traditional practice of refining based on customer feedback, Hudson suggests taking time out to ‘imagine what the perfect customer experience feels like.’

Then, he says, ‘once you have created the perfect scenario you can compare and contrast the ideal one with the current situation. Where are the gaps and how can you address these?’