Okay, so I know that you are smashing it with your business. The services you’re providing are top-notch and next level but when was the last time you thought about your customer’s experience when working with you?
And I mean really thought about it! Because girl, I get you. We’re busy, multi-passionate CEO’s with a lot on our plates. It’s easy to let your customer experience develop naturally without putting any extra thought into it.
But let me tell you…purposefully dedicating your time to truly elevate your customer experience will take your business to THE NEXT LEVEL. And that’s what we’re all about over here.
So get ready to pop, lock, and drop it with your customer experience because I’m about to break it down! 💃🏽
Popping it is making your customer experience POP from the very beginning. Making that emotional connection with the customer from the very start.
The most memorable example is something I found online. At the Magic Castle Hotel where the visitors at the hotel pool can pick up a red phone poolside and it’s a ‘Hello Popsicle Hotline’, Where they tell them their flavor and a guy with white gloves delivers it to them on a silver platter, at no charge!
Isn’t that ridiculously cool??
And what does it do? It creates a lasting, very positive impression of the company. Demonstrating the fact they are willing to go that extra mile.
Now, I’m not saying you have to do exactly that for your clients…I mean, the online service industry doesn’t lend itself well to delivering popsicles, they’d just be melted messes by the time they were delivered!
But that doesn’t mean you can’t make your client onboarding pop in other ways!
For example, my company’s POP is a personalized and fun welcome video and I bring awesome energy to that! I play music, I make it personal and I really focus on connecting with them and giving that positive impression right from the start.
Even at its most basic level, having a smooth, seamless, and welcoming onboarding experience counts as making it pop!
The next step in elevating your customer experience is locking it in!
The ultimate goal when providing your services and when interacting with your customers is to lock in their trust.
How can you do this? By understanding and anticipating their needs and expectations.
I recently experienced this when working with someone and it just reinforced how important it is to do this!
And it’s not as complicated as it might seem.
The lady I worked with was Donna Dube from Productivity Plus (who I would highly recommend!) and I hired her to build up a dashboard so I could see how my website was performing. The way she anticipated my needs was very simple yet made my life so much easier and I was really impressed at how well it worked!
Naturally, with a dashboard of statistics comes a lot of different metrics that I didn’t always understand or recognize. But instead of me having to email her and ask what all of these were, she had already built the definitions into the page!
The best way to ‘lock it’ in your business? Listen to your customer as you’re fulfilling the service. Notice what questions they’re asking or where they seem to get a little stuck and then look at what tweaks you could make to answer these questions before your customer even has a chance to ask!
Drop it is the final step to elevating your customer experience and is where you drop in surprising and delightful interactions.
To explain this part of the framework, I want to use another personal experience I had recently! I hired a life coach and two weeks after I hired her (and paid!) she dropped in a bonus session on Voxer, completely free of charge. She also sent me some free merch.
It was a low-time investment for her but for me, that was amazing. I had paid for a certain amount of time and I get even more…incredible!
But again, a bit like the pop-it stage, it doesn’t have to be this dramatic or about money! It could be something as simple as sending a thank you note a month after you offboard a client, or remembering when their birthday is and sending them a nice message.
Now obviously, although it can be simple, it can also be anything but! It completely depends on where your company is at and what would work for them. A more dramatic example of a company really dropping a surprising and delightful interaction would be Nike. They made a business decision to keep their clients engaged by creating an online experience for their fans where they got to design their own shoes. It’s called Nike By You and is the perfect example of dropping it!
How to pop, lock and drop it in your business
Okay so I know what you’re thinking now ‘Alicia, how do I do this for myself?’
Well, I’m not about to leave you empty-handed!
Firstly, you want to take the time to audit your customer experience so you can see if you’re already pop, locking, and dropping it or whether you need to add in a few things! I’ve written a blog on how to conduct a customer experience audit and you can read it here.
Then, you’re going to need to free up some time to enable you to carry out the audit and implement what you need to elevate. This is why I’m going to share with you my completely free workbook which shows you how you can save 5 hours in your business! Click here to save yourself 5 hours!
Go get it!! Pop, Lock, and Drop It! 💃🏽