Customer Journeys – No, Not The CX One, The Physical Ones

Customer journeys are a big deal. Sure, the Customer Experience ones, but don’t forget about the physical ones too.

One retail business was located in a space that had a strange layout. But instead of thinking like a customer, the owner thought how it could work for her. She wanted to sit in the back room, which would have been fine except that her computer was also the cash register. So if customers wanted to purchase something, they had to walk all around the space to find her.

Don’t make customers walk all around for you, they may walk out the door. Don’t make things more difficult than they need to be. Make it easy for your customers to buy from you. Make it easy for them to see what you’re offering. Make it easy for them to find you to ask questions. Bottom line – think like a customer. Don’t focus on what you want, focus on how to make things simpler for them.

The easier it is to make a purchase, the easier it is to get a sale.