Think like a customer. Walk the floor. What kind of experience do they have when they walk in? When they try to find a product? When they check out? Is it easy? Is it pleasant?
Watch your customers. Talk with them. What is their demeanor? Are they happy when they're in? Are they impatient? Are they frustrated?
Other than a customer interaction with an employee -- in other words service -- what defines the customer experience in your industry? Speed? Selection? Convenience?
Putting yourself in the customer's shoes as you ask yourself these kinds of questions is a good place to start.
Writer and Training Advisor
Media Partners Corporationwww.media-partners.com