How do I "make it better?"
The process is involved and at times complicated, so what follows is a broad overview of what I do to help companies improve. I focus on three principle areas through which businesses can affect improvements and/or change.
Better customer cycle management
Businesses all start out differently, but every business goes through the same fundamental customer cycle, regardless of product, industry, or business model.
The customer cycle consists of four parts:
You can visualize it like this:
The process is involved and at times complicated, so what follows is a broad overview of what I do to help companies improve. I focus on three principle areas through which businesses can affect improvements and/or change.
- Better Customer Cycle Management
- Better Marketing, Social Media, Communications, and PR
- Policy, Process, and Collateral Improvement
Better customer cycle management
Businesses all start out differently, but every business goes through the same fundamental customer cycle, regardless of product, industry, or business model.
The customer cycle consists of four parts:
- Discovery
- Acquisition
- Service
- Retention
You can visualize it like this:
Customer Discovery
This first step in the cycle answers a question of paramount importance: "Who is going to pay money for what I'm offering?"
I work with businesses to improve the ways in which they validate their market and identify potential customers.
Customer Acquisition
The next step involves converting potential customers into paying customers - closing more sales.
I work with businesses on improving their marketing strategy, creating or improving their sales process, and maximizing the value of each sale.
Customer Service
This is the most crucial but most often overlooked step. The lengths to which a businesses will go to ensure a positive experience will make or break them.
I work with businesses and their customer facing team members on things like appearance, greeting, attitude, and overall policies.
Customer Retention
For most businesses this is not the last step but the point after which the whole cycle starts over. Finding and gaining customers is important, but businesses also need repeat customers. Companies have to prove that their customers are valued.
I work with businesses to develop and implement programs, create or improve policy, and work towards an ongoing customer retention policy. Good customer retention should lead both to reacquiring the same customer and learning more about potential customers as the cycle starts all over again.
Better Marketing, Social Media, Communications, and PR and Policy, Process, and Collateral Improvement
All of these areas can be part of the process of improving the customer cycle, but problems in any of these areas can exist on their own as well. Working to improve these areas as a separate endeavor is always a valuable pursuit on its own.
Depending on the company and their needs, I focus on these areas individually, regardless of where they fit into the bigger picture.
Are you interested in making your business better?
Contact me and we can talk about it.
This first step in the cycle answers a question of paramount importance: "Who is going to pay money for what I'm offering?"
I work with businesses to improve the ways in which they validate their market and identify potential customers.
Customer Acquisition
The next step involves converting potential customers into paying customers - closing more sales.
I work with businesses on improving their marketing strategy, creating or improving their sales process, and maximizing the value of each sale.
Customer Service
This is the most crucial but most often overlooked step. The lengths to which a businesses will go to ensure a positive experience will make or break them.
I work with businesses and their customer facing team members on things like appearance, greeting, attitude, and overall policies.
Customer Retention
For most businesses this is not the last step but the point after which the whole cycle starts over. Finding and gaining customers is important, but businesses also need repeat customers. Companies have to prove that their customers are valued.
I work with businesses to develop and implement programs, create or improve policy, and work towards an ongoing customer retention policy. Good customer retention should lead both to reacquiring the same customer and learning more about potential customers as the cycle starts all over again.
Better Marketing, Social Media, Communications, and PR and Policy, Process, and Collateral Improvement
All of these areas can be part of the process of improving the customer cycle, but problems in any of these areas can exist on their own as well. Working to improve these areas as a separate endeavor is always a valuable pursuit on its own.
Depending on the company and their needs, I focus on these areas individually, regardless of where they fit into the bigger picture.
Are you interested in making your business better?
Contact me and we can talk about it.