Your customers are everything to your company.
Without them, it’s over!
How often are you evaluating and optimizing your “customer experience”?
The customer experience is quite simply their feelings, thoughts, enjoyment, and results they get with your company from the moment they learn about you until they stop working with you at some point in the future.
Let’s go through a typical customer experience for your company:
1. What do they think, feel or know when they first learn about your company?
2. What do they think, feel or know when they click on your ad?
3. What do they think, feel or know when they land on your website?
4. What do they think, feel or know when they learn your company history?
5. What do they think, feel or know when they purchase your product or service?
6. What do they think, feel or know when they use the product or service?
What do they think, feel or know when they ask for customer service?
7. What do they think, feel or know when they want something else from your company?
8. What do they think, feel or know when they refer a friend?
9. What do they think, feel or know when they receive your emails?
10. What do they think, feel or know when they visit your social media accounts?
Yes, I could go on and on…
The point is that you need to know, understand and optimize each aspect of your customer’s experience with your company. If you cannot explain in detail how each step works and how they experience it, you need to fix it.
When you optimize each step, your company will perform much better.
That’s it for now.
JSE
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