You’ve heard the phrase, “a chain is only as strong as its weakest link.” In customer experience, an exposed weak link—whether it’s marketing, service, or even your employees—can mean the difference between winning and losing customers to competitors, despite having the best product or service offer.
To find and strengthen weak links, I tell my clients to create a checklist and use it to evaluate each area of their business every six months. I advise they do spot inspections on a more regular basis, especially if something starts to change, like unusual drops in sales or negative feedback.
I’ve put some of these considerations in this printable checklist so you too can use this process to assess your own areas of customer experience, and make sure you’re always one step ahead.
You should add to this list to make sure it’s a checklist that works for your unique business. As a next step, schedule time regularly to review and update the list–you don’t want to find a weak link after the chain is broken.