“No Soup for You” – A Lesson in Customer Experience from Seinfeld


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Bad customer experiences can come back to bite you! I was reminded of this last night when I was watching Seinfeld re-runs and came across the ever-popular “Soup Nazi” episode.

A customer journey map can  help you find and fix your  “No Soup for You” moments.   Source:  NBC.com
A customer journey map can
help you find and fix your
“No Soup for You” moments.
Source: NBC.com

If you haven’t seen it, the plot centers around a tyrant owner of a soup shop. This guy makes amazing soup, and his secret recipes draws people from miles away. But, the customer experience he delivers is atrocious! It’s only a matter of time before his customers say enough is enough, and that’s exactly what happens. Watch a short clip from the episode here: http://youtu.be/2xqkpP59UgM

Clearly this is an over exaggeration of a bad customer experience. But it got me thinking about how businesses can avoid “the bad experience backlash” if we all spend time purposely designing experiences that are made to delight our customers.

A customer journey map is a tool that can help you do just that. If done with the right approach, it can help you visualize customer experiences and identify any “No Soup for You” moments (i.e. problems) that exist. Journey maps can uncover insights that are sure to ignite innovation in your company and prompt the design and development of new and improved experiences and solutions.

Customer Journey Mapping Resources to Help You Find & Fix Your “No Soup For You” Moments:
For those of you who are interested in learning more about Journey Mapping, the following resources can help you get started and then guide you as you continue to update and use your map to monitor and manage your company’s customer experience:

• White Paper: Cooking up a Winning Customer Journey Map (provides a detailed how to “recipe” for mapping)
A Comprehensive, Step-by-Step Guide to Journey Mapping (free download)
Blog Post: Discover Your Wow Factor with Customer Journey Mapping
Blog Post: How to Get the Most Mileage from Your Map

Jennifer Kramp
For 15 years, Jennifer has helped small & large companies define & enhance their brand and communication strategy. She's supported customer experience-related initiatives in industries including agricultural equipment manufacturing, global staffing/HR, hospitality & non-profit services. She's a supporting member of Touchpoint Dashboard, a web-based customer touchpoint mapping platform.


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