Let's go on a Journey....

Have you ever thought about what it would be like to be a ‘customer’ of your business?

To walk in their shoes?

You may use your own products and services but what I’m talking about is different. I’m talking about  experiencing what they would experience.

How do you think your service delivery would stack up?

This is probably one of the most impactful exercises a business owner can do. 

I invite you to walk through the actual steps from your customer’s point of view, taking the path of when they first hear about you, to becoming a customer, to experiencing your offerings.

Picture and walk through, what they experience when they see an ad for your business, click on the link to ‘book an appointment’ or call you. What automated messages do they receive? What’s it like to call your company?

Can they get answers and speak to someone right away or are there certain steps they have to take?  

I invite you to take this journey on behalf of your customer. Transport yourself into their shoes and walk through every interaction: from your website, to email, to any automated messages or phone interactions they might have.

Then consider…what’s missing? What doesn’t make sense?

Are there steps that are unclear, too manual, or too cumbersome?

Where do balls get dropped?

What is the overall experience like? Is it welcoming, easy and clear, or is it clunky and filled with gaps?

What do you want the experience to be like? How do you want them to feel when they work with your team?

Taking this journey can be incredibility rich in information and insight. 

Consider the places and spaces that could be improved while not making the process cumbersome for you and your team.

There are gold nuggets on this journey :). 

Enjoy!

NOW is YOUR time.

Ariana

Canadian business coach, business coach in Canada