Category: Customers

Do you understand the customer buying journey?

Research shows that 88% of users won’t return to a website after a poor experience, and when companies improve their user experience they can often see a 400% revenue increase (as we’ve seen with our clients). In an overwhelming digital age, where users can easily get sidetracked, distracted and frequently abandon their shopping carts, understanding your customer’s purchasing journey is more critical than ever.
As a business owner, you know that understanding your customers is crucial for success and that’s fairly easy to manage in a real-world situation when you get instant feedback. But in a digital marketplace, where interactions are virtual, it can be challenging to truly grasp the user experience to know what’s going on.
This is where the concept of “walking in your customer’s shoes” comes in. By putting yourself in their position and experiencing your business through their eyes, you can gain valuable insights that can transform your online presence and drive growth. By virtually stepping into your customers’ shoes and experiencing your business through their eyes, you can identify their pain points and the barriers to entry or frustrations they might have so you can improve the user experience, and ultimately drive better connections and conversions for your business.

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Do you really love your customers?

They say, “The customer is always right,” but it can be extremely difficult to truly love your customers if they constantly complain or ask for refunds. Most of the time, it all comes down to deeply understanding the customer journey, and if you haven’t mapped that out, it’s difficult to walk with them toward a purchase.
It’s easy to get caught up in the latest marketing trends and technologies, but at the heart of every successful business lies a strong customer relationship based on stepping into their shoes. The secret is to ask yourself: ‘Are we truly nurturing these relationships and providing exceptional value to our customers?”
In the 25 years I’ve worked in marketing, I’ve learned that deeply understanding the customer journey so you can develop genuine connections is essential for sustainable growth and high customer satisfaction.
If you constantly receive complaints, lack conversions, and lost leads, it’s time to develop and nurture meaningful relationships with your customers that create a thriving business, with loyal raving fans, that will stand the test of time.
The first step to improving your marketing ROI is to understand your audience, what they need and how they feel as they make their decisions about you, your solution and the outcome they want. This way you can consistently deliver exceptional service and transform your customers into loyal brand advocates.

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How well do you really know your customers?

You might think it’s your product or service that keeps customers coming back, but research tells a different story. More than 70 per cent Australians believe that businesses aren’t prioritising customer service, leaving many feeling overlooked. If you are not delivering a personalised experience, you are giving your competition an open invitation.

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Customer experience outsourcing: Shortcut to business growth

Looking to take your customer experience to the next level? Start by choosing the right outsourcing partner to support your customer service strategies. With the right partner, you can access advanced solutions like 24/7 support, complaint resolution, service-to-sales integration, and more! But before diving in, explore how outsourcing customer experience management can enhance your operations and foster stronger customer relationships.

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Maximizing Christmas Retail Opportunities: A Strategic Approach

With the holiday season fast approaching, so to is the prime opportunity for savvy business owners and retailers to enhance consumer engagement and boost sales through strategic experiential retail and innovative pop-up stores.
This stat based article talks about the benefits of experiential retail and strategic signage.

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Focus on the Customer & Employee Experience to transform your business.

As busy leaders and business owners, you are faced with a seemingly endless list of things to do to keep your business operating and an ever-increasing list of ideas on how to improve your business. However, you are encouraged to throw out the hundred plus to-do items and ideas; instead, focus on the experience you deliver.

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