614 Brandworks / Customer experience

Make each customer touchpoint feel connected.

A practical starting point for local businesses and community organizations in Powell and greater Columbus. 614 Brandworks helps align your website, materials, and follow-up. Use these steps to focus on one moment and decide what to try next.

Talk through your customer experience

A practical sequence

Improve one moment at a time.

Keep the focus on what a customer or community member needs in that moment, then make one small change you can check back on.

  1. Choose one customer or community moment

    Pick one specific interaction to look at: when someone finds you, asks a question, takes part, or needs to know what happens next. Start with a moment that feels unclear or takes extra explanation.

  2. See it from their side

    Ask what the person is trying to do, understand, or decide. Separate what you have observed from what you still need to learn; if you are unsure, note what you could ask or notice.

    Check how the connected touchpoints support that moment:

    • Website: Does it explain what you offer and what someone can do next?
    • Materials: Do your materials carry a clear message that connects across touchpoints?
    • Follow-up: Does it respond to what someone asked, experienced, or needs to do next?

  3. Choose one small improvement

    Choose one practical change for this moment. Keep the first step narrow enough that you can try it without taking on a full redesign of the experience.

  4. Name the first action, who, and when

    Write down the first action and when you plan to take it. Name who will do it; if you are working alone, that part is optional.

  5. Check back

    After trying the change, notice what happened or ask someone who experienced it how it went. Use what you learn to decide on a next step.

A tool for your next team conversation

Choose one improvement. Plan one practical next step.

The Customer Experience Improvement Worksheet follows these steps: choose a moment, consider it from the visitor's side, select one change, plan an action, and check back.

No sign-up or form is needed. Your notes stay on your copy and are not submitted.

Download the worksheet PDF

Powell + greater Columbus

Talk through the moments you want to improve.

Share the touchpoints you have in mind and what your customers or community need from them. We can start with the context you have today.

Go to the contact form