Building better customer experiences
Are you aware of your customers' experiences after they become leads? It's easy to fall into the same newsletter routine, invoices and sales emails, but for a truly exceptional customer experience that improves your retention and love for your brand, must go further.
We will share three important things you can start doing today that will vastly improve your customer experience and make those leads worth earning..
The typical customer experience:
But actually, the other half of our job should be making sure those leads are taken care of when they become customers. This is especially important if you don't have, for example, a customer service department. If you have a customer service department, really should be intertwined with what it does, because normally what happens, when you work with a client, is that after the sale, generally receive surveys.
“How did we do it? Please rate us on a scale of 1 al 10”, which is a huge and useless scale. You're a 4, or you are a 8, or you are a 6. Do you like what really differentiates that and how people choose that?
Then, invoices, as obviously important, because you have to bill people, especially if you have a large and expensive product or if it is a SaaS business. But those bills are sometimes a little impersonal, weird and maybe not great.
Tips for a better customer experience
So, instead, here are some additional things you can do. I mean fix some of these things if maybe they don't work well. But here are other things you can do to make sure your customers know that you love them and would like to keep paying them forever..
Follow them on social media.
So, the first thing is to follow them on social networks. what I really like to do is use a tool like FullContact. You can take everyone's email addresses, run them through FullContact, and it will respond and tell you: “Here are the social accounts that this person has”. Then you go to Twitter and follow all these people, for example. Or if you don't want to follow them, can make a list, a hidden list with all your social accounts there.
You can see what they share. “Tell me all the things that the people I follow on social media or the things that this particular list of people on social media have to share and what they are engaged in “. Then you can see what your customers are really interested in, which can give you a good idea of what kinds of things we should be talking about.
Then, be sure to also see the unbranded mentions. It's not particularly difficult to monitor a specific list of people and see if they tweet things like, “I really hate my (insert what you are) at this time”, for example. So you can avoid that in the pass maybe because you know this was this client. “Oh, they just had a bad experience. Let's see what we can do to fix it”, without saying “Hey, we were watching all your movements on Twitter. Here is something we can do to fix it”.
Maybe it's not so creepy, but the idea is to try to follow these people and look at those unbranded mentions so that you can avoid a potential angry customer or a customer who is about to drop the pass. It is much cheaper to keep an existing customer than to get a new one.
So, next is post-sale monitoring. what i would like you to do is create a fake client. If you have many sales people, create a fake customer that is each of those people, and then that customer should receive all the emails, invoices, everything else a regular customer that fits that group of people should get.
Take a look at those accounts. Are you amazing or super annoying? Don't you hear anything for a year, except the bills and then, “Oye, you want to renew?” How's that conversation going between you and that customer? So really try to pay attention to that. It depends on your organization if you want to tell people that this is what is happening, but you really want to make sure that that customer is not getting preferential treatment.
Thus, you need to make sure it's not obvious to people that this is the fake customer, For what they say: “Okay, we will be more kind to fake customer”. They must be getting exactly the same as any of their other clients. This is extremely useful for you..