My 5-year-old daughter also completed her first Tough Mudder event called Lidl Mudder. (No prizes for guessing the company that sponsors that event) 🤪

But why do I go back, year, after year, after year along with so many other amazing people? 🤔

Is it my love of the mud? 🤨

Is it that I’m a glutton for punishment? 🥶

Is it the beer or cider at the finish line? 🍻

Or is it something else? 🤷‍♂️

There are so many things that keep me coming back, but the main thing for me is the customer experience. 🤝

The buzz I get from simply being at the event is amazing. 🤩

Only my wedding day and the birth of my daughters tops it! 😁

Not only do a number of us runners return year after year, but Tough Mudder have volunteers who attend the events every year yet never take part in the run. They simply return to be part of the atmosphere. 🥳

The whole time you are there, you are looked after by smiling, friendly and genuine people. Both on course and off course. 👭🧑‍🤝‍🧑👬👫

This year, there was a blip in my experience which is the first in 11 events, where I needed to speak to their customer support team prior to event day and I never got a response. 🤬

But I knew that on the day, the amazing people running the event would sort it out for me. And they did, gladly and very quickly. 😊

I am aware though that this was a number of peoples first experience of Tough Mudder. And due to the poor customer service prior to the event, they have sworn never to sign up again and have left some really damaging reviews which will put future participants off signing up. 🤦‍♂️

This upsets me, as due to the poor customer service leading up to an event day, so many people are put off attending an otherwise amazing event. 🤷‍♂️ An event that would leave them with memories that would last them a lifetime! 🤯

What are your touch points with your customers and how are they performing? 🤔

One touch point that isn’t doing what it should, can cause untold damage to your business and your reputation. 😲

Review them regularly, ask friends to test them for you and give you feedback so you can work on and improve them if necessary. 📋

It’s easy to become blinkered when 90% of things are going great, but that 10% that isn’t will eventually come back to haunt you! 👻

That’s it for todays business bite.

I need to go and lay down now. 🛌

If you’d like help working out your touch points and reviewing how effective they are at gaining and retaining customers.

Give me a shout. 🗣