How congruent are you with your customer experience? Is it costing you customers?
Our clients don’t understand what we do… fact! They do however understand the experience around what we do. Let me explain.
I am talking about customer experience – it should be congruent with the perception we want our clients to hold of our business right from the first touch. If we encounter a sloppy customer experience, we naturally assume that the product or service will be sloppy too. Conversely, we can on occasion experience something quite special in the sales process, only to be disappointed when we make the purchase.
It’s your job to design a customer experience which reflects what you want your customer to think about your product or service, and then make sure that you can deliver on it. In every case, process must follow promise.
How congruent is your customer experience with the perception you want them to have of your business?
