Why Narrative Matters
Your comments are more than just observations—they're a window into the customer experience. The goal is to transport our clients into the moment, allowing them to see, feel, and understand exactly what happened during the visit.
The Story-Telling Approach
1. Set the Scene
❌ Weak: "Entered the store"
✅ Strong:
"The store's entrance was bathed in warm, soft lighting, with carefully arranged merchandise creating an inviting atmosphere. A gentle acoustic playlist played softly in the background, creating a relaxed shopping environment."
2. Capture the Human Interaction
❌ Weak: "Staff member helped me"
✅ Strong:
"The associate approached with a genuine smile, making direct eye contact. Her tone was warm and enthusiastic, with a slight lean forward that signaled genuine interest in assisting me."
Dos and Don'ts
DO:
- Use descriptive language
- Be specific and detailed
- Write in complete sentences
- Capture the full arc of the experience
- Back up negative answers within your narrative
- Provide context for your observations
DON'T:
- Use generic descriptions
- Rely on short, one-word or one-sentence comments
- Include personal opinions
- Forget to explain the "why"
- Leave important details unexplained
Minimum Narrative Requirements
Narrative Guidelines
- Minimum Length: 150-250 characters per comment section
- Comprehensive Coverage:
- Who was involved
- What happened
- Where it occurred
- When it took place
- How the interaction unfolded
Writing Tips
- Imagine you're telling a story to someone who wasn't there
- Use vivid, descriptive language
- Provide specific details that paint a clear picture
- Explain the context and nuances of your experience
Example Transformation
Before (Weak):
"Cashier was okay."
After (Strong):
"The cashier, a middle-aged woman with neatly pulled-back hair, processed my transaction with methodically. While her demeanor was professional, there was a slight lack of warmth – she maintained minimal eye contact and her responses felt somewhat abrupt, rather than genuinely welcoming."
Final Thoughts
Remember, your narrative is the lens through which our clients will understand the customer experience. Make every word count, and strive to provide a rich, detailed account that goes beyond simple observations.
