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Taking a good look at all of these touchpoints you have with your customers will give you the chance to earn and keep their business by providing a fantastic experience at every interaction.
Don’t be that business. Follow the Customer Journey and find your way to success.
The Customer Journey is a framework for you to look at your business and your clients’ interactions with you, and to help you make sure you’ve got all the pieces in place to excel. Providing a consistently excellent customer experience requires you to have your business and processes in order, and ConnectWise can help.
By the year 2020 (coming up fast!), customer service will beat out price and product as the key brand differentiator.
Make sure your customers know what you offer. Keep your messaging simple and direct, and make sure you’re set up to track your marketing efforts with a sophisticated, integrated marketing tool.
It’s time to set the mood for the rest of your customer relationship. Customers who feel their salespeople are exceptional are
Keep your sales team accountable to timely follow-up with the right tools: quote and proposal automation, plus a business management platform.
Your customers are choosing the path they’ll take to their business success, and they’re choosing you to come along for the ride. Be sure you’re prepared to smoothly carry the sale from
It’s your responsibility to make sure that an order is placed quickly, accurately, and with no price discrepancy.
Implementation is officially underway. Will your customers get what they’re expecting?
A fantastic experience is setting expectations with the client. Present them with full project plans, milestones, and their implementation team. Your role in this stage is to make sure that the sales order is quickly turned into a project plan to set expectations with clients.
Low on gas? Low tire pressure? No matter how great the trip, there are bound to be a few bumps in the road. What you’ve marketed and sold is now ready to be supported.
A customer issue means a call to your support team, and communication is the key to long-term success. This is your time to shine. Make sure your techs have access to customer configurations to keep service fast.
Make sure this journey ends on a bright note with an accurate, professional bill. After all, billing doesn’t have to be an unpleasant experience. Be the one to prove that to your clients.
Now’s the time to check in and set up your quarterly business review. Rely on a billing tool that ties together every aspect of the journey, so that you’ve got the data you need.
1. https://www.entrepreneur.com/article/228129 2. http://www.customerexperienceinsight.com/the-no-1-reason-why-customers-stay-or-leave/
Your relationship with every customer is made up of tiny touchpoints that defines your business relationship and, ultimately, your success. Join us for a closer look at the Customer Journey framework, which outlines the most important touchpoints and how you can take advantage of each one as an opportunity to provide an unparalleled customer experience.