Creating the Customer Experience…
June 5, 2008
Yesterday, I took a hard look at what the customer goes through when they make an investment with us. To say the least I was shocked…and…I think many of us might be doing the same thing, or at least we’ve all had horrible experiences with stores or companies.
The challenge is we get so focused on certain goals, that we forget or drop the ball in other areas. That is, until we create a system!
By taking a step back, I found #1 solution was communication. And we’ve all been guilty of not being around for others when we’re afraid of what they’ll say.
Let me tell you, if it’s bad news, it’s always better “sooner than later.”
But to curtail this you can be proactive with a few things. I put together a Top 10 list that you can use…
1. Handwritten Thank You Note
2. Welcome Letter
3. Quick Start Guide
4. Certificates
5. Bonuses
6. Testimonials
7. Things to Watch Out For Sheet
8. Frequently Asked Questions
9. Phone Call
10. Bucks or Discounts for Future Purchases
I find that it is best to send one of these, every few weeks or days. The more communication the better!
By providing a better experience for your customer, clients and prospects, they’ll hang around longer and they’ll buy from you!
Now go improve that experience!
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