The Biggest Mistake Entrepreneurs Make With Customer Experience & What You Need To Know Instead
photo credit: Nina Ruth Photography | creative direction & styling by us
The most valuable thing I took away from my corporate career was this:
The NO.1 thing that makes people buy is Trust.
Marketing tactics like storytelling, engagement, and relationship building have been many marketers’ go-to now, and they have proven to be effective. Why? Because they all focus on 1 thing, and 1 thing only - to build trust.
If you can name at least 1 other business who does what you do, you need to build trust. Trust is the reason that will make people choose you over another option.
So how can you apply this to what you do? Give people great reasons to trust you.
How? By creating fantastic experiences with ALL of YOUR people, anyone who comes in contact with your brand. (If you need a little help on defining your niche/target audience, click here and read our 3-step system to get started.)
When people think of their customer journey or experience, they usually think about only the experience their existing customers have with them. And this is a big mistake that many entrepreneurs make.
Here are the 3 experiences people have with you and your business that you need to consider for your “customer journey":
Before They Become Customers
Show them that you could be the person they’ve been looking for. Add value to them through your social media posts, emails, videos, blog, or website. Make the instance that they land on your page feels like an amazing discovery, and make all their communications with you lead to more conversations and further actions. Get inside their mind and answer questions that they might have when looking for products or services like yours BEFORE they ask!
When They Become Customers
Give them a customer experience they won’t forget. Think beyond your products or services. Get into the habit of constantly thinking about ways to make the customer experience better! Think about timeline, effectiveness, and every touchpoint with you leading up to the delivery of your offer. Create an experience they will want to tell their friends about.
After-Sales
After they’ve received your products or services, continue to engage and nurture them. Keep adding value to them that further enhances their experience with you and your offer through social media posts, emails, videos, blogs, or any other online tool you use. Help them make the most out of what you’ve delivered, and continue to build personal relationships with them. The goal is to stay in touch, so they will return to you and also talk about you to other people.
It’s better to be trusted than liked. Trust will eventually turn into love.
What’s the 1 thing that you can do today that enhances trust and makes people’s experience with you BETTER?
Click here to learn why having pretty brands isn’t enough, and click here to learn how to build a client-attracting brand without compromising authenticity.
If you’re not sure if you need to invest in growing publicity for your business, click here to learn the big myth behind publicity.
Before you go, here are 7 inexpensive ways to gain more clients.
Don’t forget to grab your seat at our FREE training, so you know how to grow your profitable brand people love AND a loyal customer community who keep buying from you!