The second a potential customer first sets eyes on what you have to offer you must use all you can to grab that customer and make them yours for life.
If it was easy to do most people would do it. But this is one of the hardest tasks businesses have to do and it’s only in time that you learn how to do it well.
The customer journey means you have to bring them into your world and make them understand your world in a very simple way. They must love your world to the point they will not question what you’re offering them and believe you will deliver.
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little better.”Jeff Bezos
I love the customer journey. It’s actually an art in itself. It’s something that can be done in a million different ways.
The customer journey stems from the people in your organization making that connection. That connection is hard sometimes when the customer maybe not focused in what you want to offer. They also may have (God forbid) a family member in the hospital and the last thing they want to think about is what you’re trying to sell them. So the most it’s important thing about the customer journey is understanding the customer before you sell them what you’re going to sell them. So how do you do that?
You need to sell yourself.
You sell yourself by simply talking to the customer like you would talk to your friend. You may not want to go for drinks or go run a marathon with this customer, but by creating that connection with the customer and understanding if they do like to run marathons or they do like to have drinks is essential in grabbing their attention.
For example, I’m not a big sports guy but if a prospect was going to ask me about the current news of sports or relay some new information about the world of sports I stay up to date as much as I can so I can talk about what they want to talk about.
What does this all mean?
Well it means that you truly are trying to be a pseudo-psychologist. You’re going to find out what they are most passionate about and you capitalize on talking about it. You also add the personal information you learned about them in their file so you can talk about it when they come back.
It’s these small things you do with each and every customer to show you really care.
If you want to chat more about how I can help you improve your customer journey please shoot me an email so we can chat about it!