Are You Losing Clients By Providing A Poor Customer Experience?

As you may know, I am an Engineer, sales professional and advertising executive… I know, it’s a rare and possibly dysfunctional combination eh?!

… as an engineer, I like real answers, data and no hype or B.S.

… as a sales professional, I like helping people make decisions best for them and profit in a win-win situation

… as an advertising executive, I know all the games that go on in the advertising world, and I know the things that work and don’t work.

Combine all 3 and you get someone that knows how to play the marketing and advertising game, is passionate about helping people, and likes data to help make wise decisions. And, yes, I will also admit that I am a big believer in being the best at what you do and profiting from it too.

I recently was invited in to do a talk for Dan Kennedy’s GKIC Inner Circle members at their Orange County meeting. And by recently I mean last week.

The topic of my talk was “How to Increase Your Profits 25% in 3 Months Through Incremental Change

… it is a topic I have had a lot of interest from business owners. I have been telling people that big wins come though small changes… you can see some examples and more information on what you can expect using this approach at https://www.chrisgoegan.com/programs/engineered-marketing-consult

So many people are trying to swing for the fences and make big gains in one fell swoop. And I see many people worried and uncertain whether their business can survive in this economy when there is so much fear and chaos all around them. Maybe you have felt this way. It is easy to feel this way.

My advice is to gain more control over your future by really knowing and understanding your business. Knowing and understanding the numbers in your business. When I consult with clients I show them some tools that helps explain this.  One is understanding their TCP – the 3 Circles Of Wealth In Their Business. TCP stands for Traffic, Conversion, and Profitability.

In my 20 years of working with small to mid sized businesses, when businesses focus on these 3 areas they can expect to see their profits increase 25% in 3 months; when they don’t they experience a downward spiral. I have developed 5 Micro Tools to help businesses right their state and stabilize their business and become profitable.

One of the parts that will help you turn your business around in your Customer Experience.

Are You Creating The Ultimate Customer Experience Or Do You Have By Default a Weak Customer Experience?

I was just reading an article in the Orange County Register saying that bad customer service cost businesses $83 Billion Dollars last year. Here are some more stats from that article:

• 71% of consumers have stopped doing business with a company because of a poor customer service experience
• Consumers between the ages of 27 and 43 were more than twice as likely to dump a business for bad service than people over the age of 63, the report says

Here’s what consumers are looking for in the way of service:

• 78% competent customer service representatives
• 48% convenient communication channels
• 38% transaction was personalized
• 37% company proactively reaches out to customers

I haven’t personally verified these numbers but it doesn’t take a rocket scientist to know that customer service has gone down the proverbial drain in the last several years.

Here’s a story about what my wife experienced recently… my wife was on the phone with our cell phone provider because one of our brand new Blackberry’s didn’t work properly when we received it. They said it would cost us $10 to ship a new one to us – keep in mind the phone was brand new, it was defective AND we have been a loyal customer for 6 years and have paid them in excess of $10,500 not including referrals. So for $10 they told me that my loyalty meant nothing to them. Not only that it took us quite some time to get a live knowledgeable voice on the phone.

This is not uncommon. Many businesses are poor at answering the phone and handling calls professionally and efficiently. I recommend all clients to call their own business from time to time to make sure everything is working they way they think it should.

And if you really want to blow your customers minds and thrill them so that they will give you lots of repeat business and referrals, I recommend reviewing and re-engineering or choreographing your entire sales process to create the ultimate customer experience. Find little ways to thank them for being your customer, create loyalty rewards programs.

Here’s what most businesses do… they make a sale and rarely or never talk to the customer again. BIG MISTAKE! You should constantly be in front of your customer using different media to give them new value so they will want to buy and refer more. There are 5 very easy ways to stay in front of your clients that every business should be using. Do you know what they are?

Make it a great week eh!

Chris

P.S. I have a new FREE Report coming soon… called “12 BIGGEST Mistakes Businesses are Making In Their Sales, Marketing and Advertising – And How You Can Avoid Each One” … keep checking back to this site to download your copy. The information in there is valuable – how valuable? … if your business is making $1Million/year, you can add $200,000 profit in the next 3-6 months.