TC: CREATE A WORLD CLASS EXPERIENCE
Every small business owner that is serious about growing a business wants to give their prospects, customers and referral sources a “world-class experience,” which can be defined as vastly exceeding customers’ (prospects and referral partners) expectations and building brand loyalty as a result.
The “experience” is the journey you take with your customers, prospects and referral partners at every single state-and I’m going to repeat the word “every.”
Rules to follow as you start forming a world class experience process:
- Know your client; understand how they want to communicate and what’s important to them. Look at everything through the eyes of the customer. Forget the one size fits all myth.
- Everything you do speaks to the customer. Everything you do from the way you answer your phone, the way you dress and the way you advertise and deliver your product/service leaves an impression.
- Go beneath the surface: Having a name and e-mail is not enough. Google The MacKay 66 Customer Profile. This is where you can get an idea as to what you really need to know about your clients.
- Make it easy: in today’s world, we’ve gotten used to everything happening immediately. Customers prefer to go online and find things in a hurry. Make sure that when your web site is visited, the pertinent information can be found immediately.
- Create moments of WOW. Refer to the blog section of BizQuack and search for Customer Experience VS Customer Service; that provides an example of a wow experience.
Your challenge for today is as follows:
- From the list of 66 referenced above, create a questionnaire that you will use with your clients, prospects and referral sources. Make a list of the action items you will take next to each question that you use.
- Start a list of WOW experiences that you will deliver. Include how and when they will be delivered.
Tuesday Challenges are critical to your growth and sustainability. There is one caveat, they have to be implemented.
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Tips & Advice by Nick Petra, founder of BizQuack and Strategic Duck.
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