Building the 100 Day Customer Journey for a business can look very different from one business to another.
Your 100 Day Journey about creating the processes, the systems, and the customer journey from when they first get in touch with you, to when they become raving fans:
- What does it look like?
- What does it feel like?
- How do we engage them?
- What is the on-boarding process?
- How do we ensure a seamless journey?
- Does everyone know what to do and how to do it?
The customer journey can be longer or shorter depending on the services you are providing, but it’s not any less important.
When creating the customer journey, we can use a lot of simple things to make this experience incredible.
Often it doesn’t need to be a fancy system or complicated automation to make it more meaningful.
Sometimes it is just about consistency, an email, a gift or a meeting to make this journey successful for your customer, client or member as well as for your team.
When creating your 100 Day Customer Journey, here the areas and some examples of what you should be reviewing or considering when mapping it out for the first time:
- Sales Process:
– What CRM are you using and how is it set up?
– How can prospects book meetings with you or know more about your services?
- Setting Expectations:
– How long will it take?
– How do you communicate and how much?
- Engagement Process:
– How does a prospect become a client?
– Where to from here?
- Info Gathering:
– How do you collect this information and is it easy for the customer to deliver it to you? How is the experience?
– What do you do with that information and how do you store it?
- Onboarding Process:
– How is the onboarding process communicated to the customer and how is it structured?
– How do you track that it is on track?
- Ongoing Service Delivery:
– How often do you stay in touch with your customer and how does that look like?
– Do you have a referral program or how do you ask for testimonials?
When answering these questions, it’s important to look at the experience for the customer as well as your business.
Ensure that it’s a great experience, but also practical and efficient.
Try using systems and automation for the admin-heavy parts so you have more time for the customer interactions and building a great relationship.
Once you are clearer on the above, start implementing these steps one by one. Don’t overload yourself with it as it will take time.
Pam Doerf is an expert in building strong operational foundations for businesses running remotely. Over the years she has worn many hats and has worked in many different contexts to gain a skill set that can be applied to many areas of business and life.
Pam found her passion in Operations and automating businesses using technology. It’s her greatest satisfaction to see when automation can improve a process, or even a whole business!
Pam has run multiple businesses and built remote teams for over seven years. She has over 20 years of experience in tourism, hospitality, and finance.
Pam is a genius of efficiency, mastering the art of minimising the input and maximising the output of a team by using technology, systems, and processes, and driving remote work in industries where spending 9-5 at the office is the norm.
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