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Lesson Info

Customer Experience

customer experience. It doesn't matter what you say about your business and matters what your customers say about your business. So if you say that you have all these great things going on, but your customers aren't saying that, then it won't really matter. So you have to pay attention to what they're saying. And if they don't match, why don't they match right? Because if you're saying that your business is a, B, C and D, and your customers are saying it's completely different, why why aren't they matching up? Because you probably truly believe that your business is this. So why are they seeing them? So what do your customers say? What do they say about your business? What did they say on social media? What did they say in the comments on your blawg? What did they say? And follow up emails and surveys? What were they saying anywhere, even if they're not necessarily saying it to you? But you see it about your business. What are they saying? And if you're not getting any complaints, you'...

re not making it easy enough for people to complain. Unfortunately, you should have people saying it's not like this is the worst business ever. It's gonna be people saying this isn't really working for me or I'm having a difficulty. I'm having difficulties with this or I didn't really resonate with us or I'm not understanding this. This isn't clear enough for me. Or I thought that this was going to get to me in a week and it took this amount of time, right? So it's not gonna be all like this is the worst thing ever. I'm talking about small complaints, things that you can really figure out fix kind of tweak. We're not talking about the people who just aren't gonna like your business cause they're never gonna like your business. We're talking about the people who love your business or who like your business, and they're just having some sort of issue, whether that be really small or something that you can really help to fix. And if you're not, if they're not complaining to you, they're probably complaining to someone else or somewhere else. I know that I have had problems with businesses before that I haven't been able. Teoh let them know and other people will hear about it. I'm like I'm so frustrated with a B and C because of this and this and this and they're not hearing about it. Therefore, they can't fix it because I don't know how to tell them. Often we have certain things set up, but this is like having contact information very clear on your Web site so that people can contact you. Or when they buy from you, making sure that your contact information is included so that they know something comes up. They can get in touch with you. Do you guys who have been in business for a while? Do you ever get complaints? Even if it's something like I'm not able to log in here or this isn't really clear, are we getting some some? Yeah, I had one of the first people that I started coaching for business writing. She really needed to have more specific homework and more specific goals that I was accustomed to giving because I was accustomed to teaching groups of kids where it was like, you know, I told him at the end of thing work on this and it was cool and she was more. I mean, you know, you talked the type A and type B and stuff. But generally, business owners really need to know what's coming up next. And I need to see, you know, so her telling me that it actually prompted me to create and to start the process of creating new products and start looking at making a workbook. OK, this is a This is a really viable product that I could offer to my clients that I work with 11 and then I could offer to other people too out in the world and help more people. So it ended up being one of those cool things where it's like you could be really sad that she was bummed about something or you can go. Oh, wow, this is a really cool opportunity toe build on. Do something new. Yes, yes, exactly. It can give us good ideas that can help us figure out where things didn't go so great. When I send out a survey at the end of the course, I want people to tell me, Are there parts that just weren't that great for you? Because guess what. When I do it the next time I want to make those parts better. I really do want to hear what people have to say. I want them to say Been really resonate with this part and it could have been better if I had had, let's say more examples or you had gone into more detail here that's helpful for me to know. You want people to be giving you feedback. You want to know what they're going through. The customer experience test. So first, how do you want your customers to feel when interacting with your business when they're on your Web site trying to contact you using one of your products? Any of those pieces there on your blog's reading or block? How do you want them to feel? Pick three main feelings. Here is a list We've got a list of a bunch of them motivated, inspired, at ease. Peaceful, empowered, excited, beautiful, confident, adventurous, hopeful, fascinated, playful, creative, captivated, supported, alert, refreshed, valuable. There so many. There are so many that aren't on here running out of breath from that less so what do you want them to feel? I know that I want my customers to feel empowered. I want them to feel hopeful, and I want them to feel excited. I feel like I've done my job. If you guys leave this course and you feel empowered to do this stuff, you feel hopeful about where your business can go and you feel excited. Those were the things that I keep in mind when I'm creating things when I'm working on things when I'm sending out an email newsletter, are you gonna feel like this when you are interacting with any part of my business? Were the feelings and then interact with your business as if you were the customer? Try to imagine everything as if it's the first time. So go to your website and try to. It's very hard and you're not gonna be able to do it completely. But try to wipe the slate clean and act as if you're seeing this website for the very first time. What's the feeling that you get because we've talked about in previous modules that the feeling it's so important? That's the most important piece, right? The feeling that you get so try to do that, check out through your shopping cart. What does that process make you feel like? Go through each step? Send yourself your product in the mail and experience how you feel when you get it. Did the shipping did the packaging holed up while it was being shipped? How does it make you feel when you're opening it up? Test your employees. If you have employees, call and ask for something as a customer, email them from a different account with a complaint and see how they handle it. You've got to know this kind of stuff, especially if you have somebody helping you with customer service can attest amount and see how they would respond. And if it's what you would want. And if this all sounds like a lot, just pick one thing to Dio each week and go through those different steps. Or you can set aside one full day and do it all in one day. It's up to you. You can probably get through all of this stuff in one day, or you can split it up over time. Have you guys gone through these steps with your businesses and tried to figure this stuff out? No, not necessarily. Do you think it would be helpful? The's details add up to make a wonderful or mediocre or horrible customer experience and Onley the wonderful and the horrible get talked about. You really talk about the mediocre. That's just kind of like, uh, that's expected. We expect, you know, a decent amount of customer service. And if we get that, we don't complain. We also don't tell everybody about it either, and I can't stress enough how important customer services. And when I was asking you guys about complaints and Michelle shook her head, know that she's not getting complaints. I think one of the reasons is that you include your customer every step of the way. So what's there to complain about really right? Because they already know exactly what they're getting. So your customer service kind of provides that for you? These details really make a difference. Share with me some of the feelings that you want people to get when they interact with your business. The three feelings that you wrote down Nobody. Yes, So I'm Kipnis Daly, the artists JD dot com and I want the visitors and the people who visit my website to be empowered and confident and feel supported, empowered, confident and feel supported. And do you think so far that it does that I get a lot that, um, that I'm very helpful and that I give a lot of good information. So I think that and people feel more confident about certain aspects of their legal, the legal aspects of their business after reading posts. So I think definitely that I think I could add to the community aspect, um and that part of it, I definitely That's a piece that I've been struggling with that I want to incorporate more so her. I like how you know what you think is already working and then what you also want to work on and add to. That's something that I am consistently thinking of. When I started this year out, one of my goals was to increase the community around Blacksburg Bell and I've been trying to do that step by step throughout the year because I knew it wasn't even close to what I wanted it to be. Until I have been paying more attention to the comments, I've been paying more attention to social media. I've been paying more attention of how can I include my people for lack of better way to describe it in things that's one of the reasons that I thought, Okay, let's do a blawg tour to help promote, create digital products that sell while you sleep. And let me try to involve my readers in that and see how that works. See if they feel like this is something that they I didn't even know if it was something that they would want to be involved in. But I felt, Let's let's try it out and see how it works. Who knows? Maybe it will work really well. And then this community feeling came out of that That was so amazing. People were leaving comments on each other's blog's left and right, and you guys got to connect with each other before the course ever started. And so I've been doing that step by step throughout the year, so I don't think it happens right away. It's just one of those things. It's good to know what needs to be worked on and work on each piece out of time. But thank you for sharing that anybody else. Sage, Sage Grayson, ST Therese in dot com Um, I want my clients and customers to feel like they are driving with the headlights on so imagine like you're driving a car at night and your headlights aren't working, and it's scary, and you think you're gonna, like get hurt at any step. And, um, but I want my clients to think that they're driving through the dark, but they've got their headlights on and they don't need to obsess about what's 100 miles down the road. They just need to focus on the next 20 feet or the next little edit. All right, I like how specific that is. It makes us understand exactly what you can do for us, right? Everybody can kind of picture exactly what stage can help us with. I like that. You just remind me that all you have to do is ask. You have to do is be asking people don't forget you don't have toe sit in your room and wonder what they need or want. You say, How is this working for you? Could be doing Yeah, exactly. Exactly. Just ask. And people will tell you, especially if you let them know that you want their honest opinion because sometimes when you ask people for their opinion, they give you the sugar coated kind. So You also have to let them know like you can tell me the truth. I I want you to tell me the truth about how this is going. Yeah, and make them feel comfortable enough where they can do that.