Most customers have high expectations and rightly so. If you cannot meet these expectations or better still, exceed them there’s a high probability that your customers will look for another company that can better meet their needs.
This is why understanding the journey your customers take with you and looking at what the perfect journey looks like is vital to your success and business growth.
When you understand the journey your customers take you in your busines you have a significant opportunity to do more of what is good, less of what is not so and ultimately you can work on improving the customer experience so as to create the perfect journey. What will this mean for your business? It will mean your satisfied customers will become raving fans, will remain loyal, will buy more and will be the very best sales people your business could have. And who doesn’t want that?!
There are a variety of tools & strategies that can be used to understand what your customers think or to see how the customer journey might be improved and to actually improve the process itself. These include:
> focus groups
> customer surveys
> mystery shopper service (onsite at premises and online via website/social media accounts)
> analysis of quantative data
> market/competitor research
> customer centred staff training programmes.
You can pick and mix any of the above strategies or choose a package such as those below to start to understand the journey your customers take in your business.
> Customer Journey Mapping
> Mystery Shopping
For more information on these packages click here.