In this episode of "I am Nineveh," Nineveh stresses the importance of customer experience for business owners and entrepreneurs. Nineveh points out that many businesses fail to provide a good customer experience, leading to cancellations, refunds, and inactive paying customers. She emphasizes the significance of understanding the customer journey and advises business owners to prioritize fixing fundamental issues before scaling their businesses.
Nineveh explains how a positive client experience impacts customer retention, reputation, and competitive advantage. She suggests mapping out the customer journey, combining the onboarding process with the fulfillment stage to improve the client experience, and encouraging businesses to focus on improving it for better customer retention and revenue growth
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HIGHLIGHTS:
Nineveh highlights the importance of customer experience for business owners and entrepreneurs.
Many businesses fail to provide a good customer experience, resulting in cancellations, refunds, and inactive paying customers.
Understanding the customer journey is crucial, and businesses should fix this fundamental issue before focusing on scaling and acquiring more customers.
Good customer experience impacts customer retention, reputation, and competitive advantage.
Happy customers are likelier to refer others, while negative experiences can harm a company's reputation.
Paying attention to the client experience can differentiate a business from its competitors and increase its lifetime value.
Nineveh suggests mapping out the customer journey, starting with the onboarding process and moving on to the fulfillment stage to better understand and improve the client experience.
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SOCIAL MEDIA:
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Follow Nineveh on YouTube: https://www.youtube.com/channel/UCiB5a2zWKIEtHpFVNQd7Dkg
Check out the SupraHuman website: https://suprahuman.com
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TIME STAMPS:
00:31 - Introduction
00:48 - Your client experience sucks!
02:14 - What are your biggest challenges?
04:45 - STOP trying to scale your business
07:05 - Why is the client experience so important?
08:43 - What does a happy customer do that refers to other customers?
11:05 - Promotion
11:36 - CRC - Customer, Reputation, Competitive advantage
13:19 - The importance of providing a positive client experience
15:08 - What do you mean by the president?
16:29 - Don’t waste your money on c suite executives!
18:35 - Mapping out the customer journey
20:00 - Can your business handle double the customer base that you have right now?
21:00 - I’d love to hear from you
21:27 - END
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