EPISODE 182
This is What Makes An Excellent Customer Journey
Microsode
Crafting an exceptional customer journey, from the initial contact through every touchpoint to post-service interactions, is crucial for ensuring your clients’ satisfaction. This holistic approach to customer experience is key to setting your business apart in today’s competitive market.
Your customer journey consists of several key stages: inception, selling, onboarding, service delivery, and offboarding. Each stage deserves careful attention to make sure your clients feel valued and supported. By truly understanding their needs and preferences, you can create a more personalized and effective experience that fosters long-term relationships and boosts customer satisfaction.
Consistency in brand personality throughout the customer journey is often overlooked, yet it’s vital. A consistent brand helps build trust and makes your customers feel more connected to your business.
By focusing on these aspects, you’ll not only meet but exceed customer expectations, driving positive referrals and contributing to your business growth.
Quotes
“Having grown up in the restaurant business and hospitality, I have always, always paid very close attention to the customer experience that we provide our web customers. And one of the things we’ve always done is make them feel like they’re walking into a restaurant, even though they’re working into a virtual office.”
“I think this is where a lot of businesses could differentiate, and the customer experience they provide could easily make or break them, since we’re living in such a hyper competitive world.”
“Customer Journey for Dummies, it is the complete sum of experiences that a customer or client will go through when they’re interacting with your company, and that starts before they’re actually even paying clients.
“It encompasses every single touch point and stage that a customer passes through, from first becoming aware of your brand until they make a purchase, and also if they have to return something.”
“Even the way you continue to interact with them after the scope of work is complete is still part of the customer experience or customer journey.”
“We’re not order takers in the web development world, we’re really more partners, really invested in the outcome and growing that business or growing that personal brand, just as much as the client is.”
“Throughout the customer journey of working with us, we have teammates whose sole responsibility it is to check in with the client and to keep them on timeline, because timeline impacts budget, right?”
“There’s also an offboarding time period for clients that are heavily engaged in the workflow, offboarding and then also continuing to cultivate the relationship and continuing to help them grow and establish their brands.”
“One reason why we send newsletters and we do this podcast is it’s very much for our existing and past clients, just as much as it is for our potential clients. We want to keep supporting them and helping them to grow far into the future.”
“One common [mistake] is just not thinking about it. Another common one is not treating a customer the way you would want to be treated and really being very focused on yourselves versus what might be going on in that customer’s world or role.”
“A lot of our clients are extremely busy during our own working hours, right? We have to be mindful of what their day to day is like, and also kind of tap in to understand where their overwhelm point is and be able to adjust accordingly.”
“We have these different points in our service delivery, really taking the time to map out every single touch point down.”
Links mentioned in this episode:
Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise by Horst Schulze: https://a.co/d/5rIyWeO
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