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CX  

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How to fix your Customer Experience

You've heard of "Secret Shoppers"? People often used by companies to find out how effective their retail sales teams and or customer service teams actually are...

​Well, what if I was to tell you that you need to use a similar process on yourself as a business?
Customer Experience, Easy Digital HQ

What do I mean...

The vast majority of companies I speak with do not know what their actual customer journey's look like...and when I say vast, I mean 90%+

What this means is that when asked specific questions about various steps their customers need to take for:​

  • Specific contact information or access
  • Product support 
  • Customer support 
  • Application support
  • Real time or urgent inquiries
  • Search bar inquiries 
  • Account information
  • Online digital and social media direct message links
  • etc
Often the response is…”there should be a link for that”, but in reality, they simply don’t know.

Even simple phone numbers are extremely difficult to find these days...many companies make it impossible for a customer to actually communicate with them!

Aside from how this affects their customers, this also means that they do not have any real sense of whether their customers are delighted with their experience online or if they have left them for a better experience.
So how should your customer experience look?
  • The standard today, if I have to pick one ... is, “Amazon”
    • Using Amazon's site and services has set a very high bar!
    • Amazon has become the customers expectation of how all their online experiences should now be...

Now you might say, "Well that's no big deal because that's retail and we are B2B". Well, you'd be wrong, because customers now expect that level of experience for both retail and commercial services.  Further, if they don't get it, they move on immediately

There is no second chance, it's over.​
Now you might also say well that’s only for online experience, our customers work with us directly and we have the “BEST” customer service

Wrong again!

Customers today do absolutely everything online, even before phoning, emailing or visiting any potential provider, they have done their research...online. Let’s face it, we all do exactly the same thing.

So how do you know what your customer's experience really is?​​

  • Should you use surveys?
  • Should you ask your teams?
  • Should you hire an outside firm to do research?
  • Should you call customers and ask them?
  • Should you reach out on Social Media and ask them?

In a word... "YES"

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However, only using one or two of these will lead to a very imprecise and dangerous conclusion.  The best solution is to get outside your bubble and hire and outside team to do the research and provide direction.  The first thing that needs to be completed is to map the real journey your customers take no matter how they begin to interact with your brand.  Once you have done this, the job of making this journey simple, fast and fun, begins.
Let's face it, if you knew how to improve this yourself, wouldn't you or your teams have done it already?
​
​​
https://www.linkedin.com/in/thomas-ross-socialsales/​
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Description

It might be time to use the concept of a secret shopper to determine if your own customers are getting the results you think. But how to do this?

Comments

  • Whose your favorite company to work with?
  • Why? 
  • What is it about your experience with them that you like best?
  • Is it speed and getting the answers you want fast?
  • Is it competency, knowing that you can count on what they tell you?
  • Is it credibility, knowing that they have a great reputation? 
  • Is it you have a great relationship with their team? 
  • Any or all of these can make up a great customer experience
  • The question is ... how do your customers feel about you and your organization? 
  • Far too many companies think they know the answer to this question when in fact they have only surface data to prove it
  • To truly know your customers journey you need to put yourself in their shoes
  • Can you do that? 
  • Here's how to get started...
https://www.linkedin.com/in/thomas-ross-socialsales/​

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  • Home
  • Digital IQ
    • Digital Roadmap
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    • Online Training >
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    • Managed Social Services
    • Video Creation
    • Customer Experience
    • Customer Journey
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