Managing the customer experience is a foundational component of a business model because it demonstrates a clear investment in customer needs. If you continually evaluate and adjust different touchpoints along the customer journey, your company will consistently bring more value to its customers and grow your business exponentially.
In fact, a positive customer experience not only results in a satisfied customer, but it can also lead to additional revenue. The best return on investment is a customer who will promote your business by referring their friends and family to you. With negative customer experience, it’s quite the opposite. A customer is likely to tell more people about their bad experience, leaving leads on the table for your business.
Customers in today’s saturated market have the freedom of choice to easily switch to one of your competitors. They also have a profound influence on your business using the power of social media and review sites. If the customer workflow you’ve created is not ideal, you need to know where to start improving it. You need to do that by evaluating stats, not through speculation. When you pay attention to the data, you’ll be able to address major issues, like the causes of customer overturn or gaps in your sales funnel that is limiting customer procurement.
Your website analytics, support tickets, social media interactions, and customer data all will give you the information you need to take action and improve the scalability of your organization. When you stay tuned in to your business and feedback from customer actions, you’ll better anticipate the need for change be able to quickly adjust strategies.
Here are some questions you can ask to help evaluate the customer experience…
- How are customers moving through your sales funnel?
- How long does it take to convert customers?
- How long do customers stay with you?
- What causes your customers to leave or stay?
- What type of engagement experiences do you have with customers?
- What the biggest complaints with your product or service?
- What do customers love about your business?
By focusing on amazing customer experience, you have the opportunity to create an advocate out of every customer and grow more leads. Happy customers tend to lead to an increase in sales and revenue. But, you can’t do that unless you evaluate the customer experience using data as your compass.
At JWeis Marketing, we know how to deliver web assets that deliver superior customer experiences. We can help you convert leads into sales with our campaigns that guarantee ROI. Reach out to us for a free consultation, it’s no cost to you.