Much research has been done on what the makes a winning customer experience. What is it that makes customers come back to your business instead of going to someone else's? If your repeat business is low, what is it that you are doing to drive your customers away? There is a consistent theme that emerges across the research - winning customer experiences are built on consistency. Michael Gerber in his book "The E-Myth Revisited" calls this orchestration. "Orchestration is the glue that holds you fast to your customers' perceptions".
This may seem a glib response to a complex issue, but take a moment to consider it from the customer's viewpoint. When dealing with a business for the first time, the customer probably has no set expectations on what the experience wil View the rest of this article
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