New York Times bestselling author Fred Reichheld says there are certain steps along the customer journey you should leave to the experts.
That way you can focus on what you do best.
One example he cites is BILT, the 3D assembly/installation app that provides 3D interactive instructions to consumers and pros alike.
BILT is a free download from the App Store or Google Play that allows users to become experts at any task, no matter how complex.
BILT breaks down projects into clear, simple, self-paced steps, so there's no rewinding or puzzling over confusing diagrams or illustrations.
Users interact with the 3D animations on a touchscreen mobile device to get just the right angle and understand what to do next.
BILT's world-class instruction designers watch user feedback to learn which steps need to be updated and improved in near real-time.
BILT's mission is to provide an experience so empowering it creates loyal promoters of the brands they serve.
For more on loyalty, Net Promoter, and perfecting the customer experience, read Fred's new book Winning on Purpose:
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