#razorclams

How does a business win your heart? 

This year my husband & I celebrated Valentine’s Day two days late. We drove to the ocean to go razor clam digging. As we were leaving Seattle, ️ we stopped at a sporting goods store to buy shellfish licenses. 

But before selling us licenses, the cashier asked many questions, including our social security numbers,  (strange!) then told us there would be a fee for using a credit card.  

After a few more roadblocks,  we had our licenses in hand. It could have been a painless experience, but it was frustrating. I was reminded of one of my digital marketing classes where we studied ‘the customer journey.’ ️ 

In marketing, mapping the customer journey️ helps businesses identify pain points & find ways to avoid or minimize them. It can help turn customers into fans. 

One takeaway from the sporting goods store: the way a situation is framed can make a difference.  Simply saying, “It looks like you’re not in the system. No problem!  We just need to add your SSN!” would have removed a pain point. 

If we work for a company‍ or for ourselves‍, it’s important to think about clients & anticipate ways to make their experiences better.  No matter what services or goods we offer, the creation of positive moments will delight customers & create fans. 

Whether you’re a customer, ️ or a business that serves them,  you might enjoy reading the #NewYorkTimesbestseller,  The Power of Moments. It entertains & teaches some great lessons. 

Have you had a great customer experience,  or one that was awful?  How did it make you feel? 
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PHOTOS: Belated #happyvalentinesday❤️#oceanbeach #oceanlife #lowtide #seabirds #clams #razorclams #clamshell #friedclams #clamdigging #Copalisbeach #Washingtoncoast #customerjourney #customerservice #digitalmarketingtip
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Thanks to Bellevue College #digitalmarketing professors @kylecbarber @sraymond44 ‍@maithomas55‍ & the friendships I formed with classmates ‍@emmaoliviab_ ‍@bridge_raftery & others! 
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. (at Copalis Beach, Washington)
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