Following on from yesterday’s post…

To create the story of the Customer Experience Score you are trying to capture, start with a question:

“What happens when a client buys this product/starts this programme/signs up for this service…?”.

Make notes of the answer, until there’s a pause.

“And then what?”

Keep asking this question until you get an answer something like: “Nothing, that’s it. That’s the end.”

It will probably take longer than you think, but you’ll have your first draft. And lots more questions.

Picture © Yann Forget / Wikimedia Commons