Improving your customer’s experience improves your bottom line. Experience matters. Your customer’s experience that is. When was the last time you walked in your customer’s shoes? What do your customers experience when they interact with your company? Touch Point Fact: A mere 5 per cent decrease in customer attrition can increase profits by 20 per cent Source: Reichard “The Loyalty Effect: The Hidden Forces behind Growth” Every now and again, it’s good to walk in the shoes of your customer, to get a bird’s eye view of the experience - from their perspective. A couple of approaches are available to you depending on your budget: 1. $$$$ - Hire a Consultancy/Firm Hire a firm that specializes in mystery shopping/ customer research to interview your customers, understand their pain points, and identify opportunities for improvements. 2. $$ - Enlist Trusted Peers Ask trusted business colleagues that match your ideal client profile for their experience dealing with your firm. This may not always provided candid feedback but can get some salient points if structured appropriately. 3. $ - Walk the ‘Floor’ Get involved and interact with customers, ask them about their experiences. Select a handful of your top –ideal clients and have conversations. Regardless of which method you choose, ACT on the feedback. Ultimately, you want to turn this exercise into a regular channel for obtaining timely and relevant data on your customer touch points … [Read more...]
