Evaluating Experiences Using Time Well spent

Any company worth its’ salt is going to ask customers what they think. Most of the time, however, companies are asking the wrong questions.

We encourage companies to ask their customers if the time spent with them is time well spent. Here are a few questions you might want to ask your customers.

Did we get the job done? To get a meaningful insight from this, of course, you’ll need to know what job your customer values. Is it a functional, social, emotional, or aspirational job? That will influence the questions you are asking and answering.

Was the experience worth the value of your time? Time is rare and precious and how customers spend it is an investment in your company and services. If it’s not time well spent, trust us when we tell you that they won’t come back, they won’t tell a good story to others, and they won’t see the value of your prices if you don’t use their time well.

Finally, engagement. Did your customer enjoy the experience? Even a root canal can be enjoyable. If your customers are miserable, basic human behavior tells us that they won’t be returning.

Check out our recent episode with Sheila Akbar on the Experience Strategy Podcast to hear how one growing brand is thinking about their jobs to be done and how to ensure that the experience is time well spent.