Are you providing a consistently good customer experience?
Updated: Nov 11, 2021
A customer’s experience with a business is what influences their perception of it. And with competition being at an all-time high for most businesses, mediocre just doesn’t quite cut it anymore. Customers need to be a given a great yet consistent experience every time for your business to be truly great. The issue is that so many businesses get caught up in the day-to-day operations that they often forget to think about how they can improve their service and be more consistent on top of that. As we just discussed, consistency is key, and mediocrity doesn't work in today's business world. With starting a business being so much easier than ever before, a customer's experience with your business is what will make you stand out from the competition!
So where do we start?
1. Understand who your customers are
This first one might seem a little simple on the surface but even if you already understand the concept, please keep reading and refresh that memory! Despite this being obvious to most people, you'd be surprised how easy it is to forget the really simple things in favour of a more complicated approach. Especially when you know of the more interesting, complex strategies available to you!
The basic premise of this one can be explained as such: You own a restaurant and have a customer come in saying that they're vegetarian and so can't eat meat. Obviously, if you serve them meat then you're providing a horrible customer experience. Understanding the basic need to not serve meat to your customer is the most basic way to understand your customer, especially since they told you about themselves voluntarily!
This approach doesn't always work and so you might need to make educated guesses based off what you do know about your customers. For example, you're trying to sell a car to a newly retired couple. They already have two cars, but they no longer have kids to provide for and have a bit of extra money going. They might be interested in a 2-seater sports car that costs a little extra. I think we can all agree this is a pretty good assumption. However, what if that couple was little younger and had 3 kids to look after? Straight off the bat, you're not going to recommend they buy a 2-seater sports car. If you do, you'll lose the sale. They clearly need something bigger and are more cost conscious.
No matter what industry you work in, understanding your customers' needs and wants are essential to a good customer experience.
2. Create a clear Customer Experience Vision
This is important to understand and can take a little more time to fully realise than just understanding your customers’ needs. You should be thinking about your customer's experience with your business from start to finish, from first contact all the way through to final sale and expansion. Both marketing and sales departments get involved here and work closely together to give your customers the best experience possible.
Here at Autus, we like to make sure our customers understand that we care about their business' growth. We don't just try to sell from your first contact with us, we want to give you help before you start spending your hard-earned money on our services. Even during the sales process, we're still looking for ways to help you. If that means saving you money, then that's even better!
3. Implement CRM Automation into your Digital Workflow
First off, don't worry! This is not as scary as it sounds and will save you and your business a lot of hassle in the long run if implemented correctly. CRM Automation is exactly what it sounds like, automating CRM processes so that they happen without the need for human intervention. In laymen's terms, you don't have to manually put those customers' details into your spreadsheet, after they've filled in an online form, they've already been added to the database!
Of course, this is just one aspect of CRM Automation but think about what problems this immediately solves in terms of a Customer's Experience! First, there's less margin for error as a human doesn't need to interpret the data themselves, a computer will copy and paste that data into the correct area of the database for you to find later. Secondly, you can set up automated responses, thanking the customer for filling in the form with a high-quality branded email. You can even automate adding them to a newsletter list for your next email campaign! This is only scratching the surface of what you can do with CRM Automation Software, the full extent of what you can do could barely fit in a book!
Find out more about what problems CRM Automation can solve by watching the video below 👇
Check out our all-in-one Revenue growth platform here!
Providing a good customer experience is essential to a successful business. There are many ways to go about producing a good Customer Experience, but these three ways will get you on track to doing that and even expanding upon the good experience you've already built for your business!
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At Autus we provide CRM and Marketing Automation services through our All-in-one Marketing Automation platform. If you want to grow your business effectively and efficiently, we highly recommend investing in a high quality Marketing Automation system to alleviate manual effort that is just not needed with a CRM and Marketing Automation platform. If you're not sure what this will do for your business, fear not! You can book a free discovery call with us below and we'll take you through exactly what Marketing and Sales Automation can do for your business!
Caveat: Autus Consulting uses SharpSpring CRM, Sales and Marketing Platform to run our own business.
Some of our clients don't require sales and marketing automation technology or have the time to do their marketing, so we decided to create our 'Your Marketing Dept.Online' services for start-ups and small businesses so that they can benefit from email, social media and a variety of other digital marketing strategies such as marketing automation - have a look here.
If you're a fast growth and scale business or/and SME, our broader Digital Marketing services includes an unlimited user CRM, Sales and Marketing Automation platform for your business use. Check out the services here.