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Maximize Revenue with Customer Journey Mapping

I was talking to a colleague about local businesses, hiring, and some of the challenges business owners are sharing. I posed this to her:

“Think of the last 2-3 businesses you frequented in person. Without naming the businesses, what made you irritated or just left you disappointed?”

  1. I get so annoyed that I visit this coffee shop every week, sometimes twice, and each time they act like they have no idea who I am. I’m a REGULAR. (BTW I found a new place.)

 

I asked her what she liked about some recent experiences; what happened that made her day?

(The change in her facial expressions, voice, and mood was remarkable!)

  1. The place where I get my cappuccino always asks me if I’d like a glass of water (I always do but don’t think about it) and they place this small, delicious cookie on my plate with the cappuccino.

“70% of buying experiences are based on how a customer FEELS they are being treated.”

Customer Service, Staff, and Increasing Sales

A business I recently worked with strongly desired to have staff that “got it”. When we dove into their hiring, onboarding, and training plan it was obvious there were some big gaps. It’s all about educating and inspiring!

Supporting staff isn’t a one-and-done operation that happens only during onboarding.

Serving customers is HARD. It’s a constant outpouring day after day. Staff can be depleted pretty quickly, depending on the day.

How about changing our perspective regarding staff training and support? Instead of a more ‘one and done’ approach during onboarding, let’s think about training like ‘drip irrigation’.

This change in perspective makes space for a new rhythm of support and training that staff can look forward to.

Acquiring new skills and knowledge keeps staff fresh and motivated.

You don’t have to create all the training, here’s an easy one for you to do with your team.

What’s that Customer Journey Mapping Thing?

Looking at, and curating, a Customer Journey is important as it determines the financial success (or mediocrity) of a business. Small business cannot afford the missteps that happen when their Customer Journey is ignored.

The experiences your customers have every step of their journey leave impressions. They leave implied impressions on value, the quality of your product or the cleanliness of their stay.

Harnessing these subtle communication Customer Experience touchpoints is both powerful and FUN to tackle!

Customer Retention and Satisfaction

A positive Customer Experience is a key factor in customer retention and satisfaction. This always leads to increased sales, referrals, customer loyalty, AND improved staff retention. Who wouldn’t want that?

By analyzing the Customer Journey, businesses identify areas for improvement and develop strategies to optimize their Customer Experience. The Customer Experience begins long before placing an order or checking in for their reservation.

Your customer is having an experience in the parking lot, at the front door, and even in the loo. 😊

All of these experiences leave an impression. Is it the impression you’re wanting them to have?

By curating your Customer Journey, you can create a stellar experience that translate to increased income.

To download your fresh take Customer Journey Mapping tool visit www.Kaizen.Zone/Resources.

Or click HERE and begin increasing revenue today.

Creating a Culture of Excellence

Grab the tool people centered leaders are utilizing to support their team in elevating their Customer Service game.

The tool that causes your employee retention AND daily sales to increase. Yes please!

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