Blog Walk a Mile in your Customer's Shoes

Walk a Mile in your Customer's Shoes


I took my wife to the podiatrist today.  Great doctor, but observed something interesting in the waiting room.  Two different patients came to the practice in wheel chairs.  A podiatrist office, so not surprising.  However, the waiting room was square with chairs, tables and doors consuming all of the wall space.  There was no place for a person in a wheel chair to wait, except in the middle of the square room.  Uncomfortable for them, I suspect, but I know that I felt bad on their behalf.

So, what are you missing in your business that you would see if you took the journey of your customer?

Take the journey of your customers: walk into your store through the front door – not the employee entrance, sit where your customers sit – look around and look deep (they will), go to the bathroom they use, walk up to the reception area – each of the reception areas (do you get the same “feeling” from each?), walk up to your convention booth, and on and on.

Experience their touchpoints as they do, and take a note pad.  My bet is that you will find a lot of customer experiences and customer touchpoints to improve.  And that’s good for your customers, your employees, and your bottom line.

Remember, to your customers, you are your touchpoints.

This post an excerpt from my book, TOUCHPOiNT POWER! Get & Keep More Customers, Touchpoint by Touchpoint (William Henry Publishing, 2013).  Now available!  For information and to order, visit or view the TOUCHPOiNT POWER! listing on Amazon.

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Hank Brigman

Hank Brigman

President & TOUCHPOiNT Strategist
Customer Experience Strategies, Inc.
Qualified Member National Speakers Association
Keynote Demo Video
Best-Selling Author of TOUCHPOiNT POWER


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