01
Culture
What your business repeatedly does.
Learn on Your Own
The Six C’s of Customer Experience
Six lenses for seeing the experience your business is actually creating—not simply the one you intended to create.
The Ebook
Take a closer look at the experience your business is creating.
This practical guide helps small-business owners learn how to see their customer experience differently, map the customer journey, examine customer evidence, identify Experience Gaps, prioritize opportunities, and create a plan for improvement.
Purchase link coming soon.
02
Customer Service
How people are treated when they interact with you.
03
Communication
What you tell customers — and what you leave them to guess.
04
Consistency
Whether the experience holds up every time.
05
Care
Whether customers feel considered rather than processed.
06
Customer Retention
Whether you’ve given customers a reason and a route to return.
Six Lenses. One Experience.
Culture
What your business repeatedly does.
Customer Service
How people are treated when they interact with you.
Communication
What you tell customers — and what you leave them to guess.
Consistency
Whether the experience holds up every time.
Care
Whether customers feel considered rather than processed.
Customer Retention
Whether you’ve given customers a reason and a route to return.
Look at What’s Actually Happening
The framework turns customer experience from a feeling into something you can examine.