Customer Experience

What can I improve? This is one of the questions I ask when looking at businesses to acquire.

One thing I liked about the bookkeeper training business was that it was doing well, but there was plenty of room for improvement.

I see a lot of upside in a steady business with a mediocre customer experience.

The training materials were good, but there was a lack of organization and flow to the curriculum. And visually, it was unappealing.

I’ve taken enough online courses to know exactly what changes I would have made to improve the customer experience.

That was an area we focused on for 19 years at 420 Science. It drove decisions around what the website looked like, how we communicated with our customers, and our speed and accuracy goals in order fulfillment.

Customer experience is a differentiator. It can be difficult to quantify, but the little things matter.

- Matt

PS. I don’t know what’s happening in this image, but it’s what Midjourney returned for the prompt “customer experience”

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