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Experience is Everyone's Job
- Experience is everyone’s job and should be considered a mindset, not a department.
- Companies must have all employees aligned and rowing in the same direction to create a consistent customer experience.
Start Small, Think Ripple Effects
- Start improving customer experience small, like changing one feature or sign.
- Then understand the ripple effects across touchpoints, especially between digital and physical experiences.
Digital-Physical Experience Disconnect
- Tricia experienced ordering via app but staff resolved issues with a coupon on a sticky note, showing digital-physical disconnect.
- She also found grocery app location info helped find products, but habit formation to use this info was lacking.