Customer Journey: what is it and how can you ensure a positive one for your customers? Why do you need to define your customer journey? What should you consider in developing one?
The client and customer experience is one of seven pillars of your business, but it may rank near the bottom when you’re in the thick of generating revenue. However, the customer journey is important to your small business’s financial health and you can map it out in less than an hour. In this episode, I’ll walk you through how to make this happen.
What’s the one foundational tool your business MUST do when selling a product or service? You want to define a customer’s journey. Outline what happens once the client has paid, not just the onboarding process, but all the interactions after that.
"Deliver on your promises."
"You have competition so it pays off to think about how you will set yourself apart."
Gifts! You don’t need to buy your gifts for your customers. Save your money while creating “super fans” by anticipating their needs, delivering on your promises, connecting with them, and over communicating.
"You can absolutely create raving fans without sending them a physical gift."
Look at your #1 revenue-generating product or service and outline the journey. Document everything that you want to happen from the time the transaction occurs to the moment they’ve completed the experience. There will be several small projects that come of this but outlining it is the best place to start.
Episode 5: The Seven Pillars to Your Business Strategy with Andrea Layne
This episode was first published at theopsauthority.com/podcast/18.
