Jermaine Edwards

#customerexperience Lessons From Senegal part 3 #talks #event

13 Mar 2024 · 1 min

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The final product of a customer experience should reflect what the customer actually said and cared about, not a generic template. When customers see themselves in the outcome, they know the experience was truly about them.

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And at the end, we had this product that showed exactly that process that we went through, but showed that he cared about the things that I was saying, and he wasn't just painting something arbitrary and non-valuable to me, but he painted something that reflected the very conversation that we were having. And that became a visual representation of our relationship together. At the end of your customer experience journeys with your customers, they're going to see a picture. And they're going to ask themselves the question, "Do I see myself in that? Do I see myself in this picture? Was this really about me or was this about them?"

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