Establishing the Customer Experience: What Does it Mean For Your Business?

Establishing the Customer Experience: What Does it Mean For Your Business?

Establishing the Customer Experience: What Does it Mean For Your Business? 2560 1706 Lis Hubert

This is Part 3 in the Establishing the Customer Experience series. Part 1 discusses a holistic way to define Customer Experience. Part 2 touches on the elements that make up an experience.


If a customer’s experience is equal to the perceptions they form as they are Doing, Thinking, and Feeling across an interaction, how can you influence those perceptions to be positive towards your business?

A few suggestions:

  • Use skills like empathy and active listening to understand your customer’s actions, thoughts, and feelings at each touchpoint with your business.
  • Map this understanding in a way that is both easy to digest and act on.
  • Use this map to unearth opportunities where your business can better meet the needs and expectations of your customers.

Following the above framework to consistently deliver on meeting (and exceeding) your customers’ needs and expectations at every touchpoint, you’ll soon see magic happening.

Your consistent delivery will change what your customers are Doing, Thinking, and Feeling as they interact with your company.

With these changes in actions, thoughts, and feelings, your customer’s perception of their experience with your business becomes positive.

With this new positive perception, your business gains a loyal customer… and another… and another.

That’s how you influence customer perceptions to be positive towards your business. And, influencing positive customer perceptions is how you establish a superior Customer Experience for your business.

You’ve got this.

As always, if you have any questions, reach out. We’re here to help.

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Published By

Lis Hubert

Lis is an acclaimed design and strategy thought leader, writer, and speaker with extensive expertise in Digital Strategy, Customer Experience, Information Architecture, and Design Thinking.

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