Updated: Dec 2, 2020
I remember growing up hearing the phrase, “The customer is always right!” While I did agree with this, I did not find it to be relative to the customer’s overall experience. I always believed that the customer experience involved more than just making requests and “always being right.” Customers are not tyrants; they’re real people who hold real value. Unknowingly, customers are the influencers that dictate our methods in business, along with the new strategies that we develop. They leave the clues we need for change and innovation, whether that be through a product or service. Businesses need innovation to not only survive but thrive, and the customers are right at the very heart of determining just how successful they will be.
This post will highlight four aspects of the customer experience for you to examine in efforts to make more money and save time.
Customer Journey - It begins with their consideration of a problem, followed by the quest to find a solution. Their solution typically involves coming across a particular product or service that you, as the business owner, happen to provide. With this in mind, mapping out your customer journey ( google, customer journey map) can help identify additional ways to service your clients, improve business practices, and other ways to improve that you had not thought about. If you have a small team, I suggest going through this exercise together. If not, try performing this exercise in sections, and once you are ready, go over your completed map with a client. This leads me to my next point…
Customer Feedback - Criticism can be daunting, even if it is constructive. However, it's the only way we get better. Asking for customer feedback opens the door for new opportunities and improvements. It also paves the way for testimonials, which are great tools for free marketing. Regardless of how good your business is doing, it's important always to ask your customers for feedback. Sometimes, it's even best to ask for advice, as opposed to specific information so you can get the most authentic feedback. The easiest way to start getting feedback is to create a Google form with a readily available link that customers can utilize.
Going Deeper, not Wider - I know we can be caught up and overwhelmed with trying to acquire new clients. I'm not saying new clients aren’t essential, because they are. But it’s always important to constantly nurture your existing ones. Did you know that 20% of a company’s loyal customers contribute to 80% of its sales? This is why assessing the customer journey and soliciting customer feedback is so necessary. Considering how the loyal customers made their way to you, and getting their input can help you to identify more profound ways to serve your clients.
Customer-Centric Strategy - Your customers should never be an afterthought. While customers are always right, they are also first. Every strategy should keep them in mind. Businesses often change things based on what they "think" customers want, as opposed to asking them directly. This is what usually causes them to miss the mark. When it comes to meeting the needs of your clients and customers, remember that being proactive is better than being reactive.
Often, entrepreneurs get stuck, and they don't know how to pivot their business. They are craving more time to do other stuff and more money to get things done. It all starts with testing the temperature of your client. Closed mouths don't get fed, so you have to ask what they need to always be of service and in service. Don't overthink any of these steps. Just start having intentional conversations.
For more information and to apply to my Pivot 2 Profit Program click Here!