'Customer' Experience

I recently read 'The Unforgettable Customer Experience' by Richard Kimber.



This is quite obviously a business book (I really enjoy reading books about business for some reason). But there are lots of parallels between the customer experience for businesses and the customer experience for users of schools.

Customer experience needs to be: "Not just good, but great. Memorable, and definitely not forgettable'. This relates to teaching. The challenge for teachers is to make learning memorable and definitely not forgettable.

The book suggests that businesses should have a strategy for customer experience - this is different to a business plan, but similar in principle.

"Building a great customer experience is no different to building a great business. To be able to create and deliver this, you first need to:

• Create your customer experience vision

• Plan how you'll deliver it

• Map the customer journey

• Measure the outcome and use the feedback to improve."

I wonder how many schools have a vision for the experience of parents?

The six steps to designing and creating great customer experiences are:

1. Plan it
2. Map it
3. Mend it
4. Measure it
5. Anticipate it
6. Manage it

Sounds similar to a school improvement plan. I think that adding customer experience to a school improvement plan seems like a good idea.

IMAGE: http://www.britebill.com/blog/thoughts-on-the-customer-experience-management-in-telecoms-global-summit/