You may have heard the trendy term of “10X your business”, which was really made popular by the indomitable Grant Cardone.
If you have done any research at all, what you mostly see is that you have to develop an almost conqueror mentality. That every department needs to be a sales department. Sell, sell, sell. This is also paired with an over flooding of marketing, to get your brand name into the minds of your target consumer through the power of pure brute force.
Now I’m not here to debate whether that’s a good idea or not, because it DOES work.
But what I wanted to discuss real quick is the one piece you may be missing.
Getting attention for your brand, sell/cross sell, and follow up are fantastic.
But what we have found is that a lot of companies aren’t embracing what I feel is the TRI-fecta for 10X’ing your business. The 3rd piece to the puzzle, where Sales and Marketing are the other two pieces. This is exceptional customer service, by delivering a first class customer experience.
Delivering a 2nd to none customer experience for your customer, not only encourages them to want to do business with you again, but to also spread the word about you with their friends and family. In today’s digital age, the consumer across almost ANY industry knows one important fact, THEY HAVE OPTIONS.
All of your customers, were at one time, “first time” customers.
But too often we see our clients that get the sale from their customers, and then that customer simply becomes a statistic, instead of a relationship. The company’s financials may look great, double digit year over year growth, but unless you are will to provide a customer experience that keeps your current customers coming back for more, your days are numbered, or at the very least you are leaving money on the table.
Now I know what you may be thinking, “I provide great customer service, and my customers always leave happy.” And that may be true. But going from good customer service, and making that a great customer experience can tend to provide another level of satisfaction.
Good customer service is something that everyone expects.
But a good customer experience is something that people want to share.
This can be as simple as utilizing proper CRM, to add a personal touch when someone calls back to inquire about their order, or to place a new one. Being addressed by their first name, knowing their recent purchases, or mentioning there is a sale on merchandise they purchase frequently are all small ways to not only provide good customer service, but a great customer experience.
Through proper analytics, and allowing your customer service efforts to help guide both your company marketing and sales efforts, are just the tip of the iceberg of delivering a fantastic customer experience, and helping to 10X your business.
If you would like to discuss how CH Consulting Group may be able to help you 10X your business, by developing a customer experience strategy for 2017, give us a shout.
Happy Holidays!
