218: Where Does the Customer Experience Begin?
When does the customer experience really begin, and what can you do about it? This week’s episode kicks off our Customer Experience series, and the crew dives in to debate (weakly) at exactly what point the customer begins to formulate their perception of your center. You’ll hear ideas about the little spots we may miss (when was the last time you swept the outdoor area?!) and how to ensure you’re catching all of the little things that add up to a big picture for your guests. It’s more than just brand identity - your brand is what people say about you, and each customer’s experience shapes the experience for anyone they tell. While you can’t control what they say, you have a lot of power to shape why they say it.