Tag Archives: Instagram

A collection of my sketchnotes.

Moo.

Chik-Fil-A was ranked as the top fast food restaurant brand by the American Consumer Satisfaction Index (ASCI). And with campaigns like Cow Appreciation Day, it’s not too hard to see why.

ASCI specifically called out perceptions around food quality, but the food itself is hardly where that begins. Customer service satisfaction is a leading indicator of our perceptions of our meal.

Consider the following details that the average consumer won’t necessarily pick-up on but lead to a strong, consistently positive brand experience:

  • Employees always say “My Pleasure” instead of “your welcome.”
  • Very minimalist approach to menu design on a bright white backdrop
  • Guest orders are called out by name instead of a number
  • No extra costs for sauces
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Customer Journey Mapping Workshop

Journey Mapping is a powerful customer experience collaboration tool. Done well, it’s a tool you can use across your organization to describe the tasks, attitudes, and touchpoints that make up a customer’s interaction with your product/service. Combined with metrics and research, it can be used to prioritize pain points and otherwise identify opportunities to improve customer satisfaction.

Each journey map is going to be a little different. The skeleton of a map pictured above was used for an initial brainstorming workshop with a client to help them kickoff an in-depth strategic road-mapping exercise that will produce detailed journey maps.

Thoughts on Empathy

Today in Sunday School we talked about Christ’s powerful expression of love on the cross, forgiving the Roman Soldiers. I personally feel there’s a line to be drawn between that statement of empathy/compassion and the proverbial mile Christ had walked in their shoes, just hours before, in Gethsemane. #jesusChrist #LDS