Do you want customers to feel good about your business? Of course! Your marketing — what you say about your products, people, and service levels — may get people interested. But what happens next, the actual customer experience, will ultimately determine what they think and feel.
From the moment you close a sale, you have a lot of chances to create a customer experience that gets people talking about your company. Do it right, then you get more repeat business and referrals. Mess it up, and all you get is a lot of negative press – especially today in our socially plugged-in world. Sales and profit suffer, along with your reputation. Don’t leave it to chance.
Plan The Experience. Execute Well.
Map out what you want YOUR customer experience to look like – from start to finish. What should your sales process look like and what are the touch points along the way? How will you deliver your product/service to customers with consistent quality and efficiency? What about billing? What are you doing after the sale to continue to build the relationship?
It’s not difficult. You probably already have an idea of how you would like things to work. It’s also not expensive. In fact, it’s one of the low-cost ways to build profit. So map it out and put it in writing. Now stop and ask yourself two questions:
- What can we do to make it easier for prospects and customers to do business with us?
- What can we do to wow or inspire them, to make them smile or surprise them?
Investing resources, both time and money, to generate new leads is important. But what you do from that point on is the key to repeat business and referrals. Decide what you want, document it and implement consistently.
Make the customer experience an asset to your business. You’ll be rewarded with loyal customers and more profit in your business.
Would working with a business coach help you take your business to a whole new level? Then let’s explore the possibilities with a complimentary consultation. It’s a chance to get to know each other, discuss your goals and the obstacles that hold you back. Together we can determine if there is a good fit between your needs and my services.
To learn more or schedule an appointment, call me at (856) 533-2344 or drop me an email Joan@HybridBizAdvisors.com