HOW CAN YOU GET IT RIGHT...
The best form of measuring how effectively your team and your business perform is to measure the experience from the customers eyes.
From first impressions, through every customer touch point to the critical last impression, you need to ensure you consistently deliver a 10/10 experience to your customers.
When you get it right, they:
If your team or business doesn't produce the experience they deserve, you may experience:
From first impressions, through every customer touch point to the critical last impression, you need to ensure you consistently deliver a 10/10 experience to your customers.
When you get it right, they:
- Spend more money with you
- Walk past your competition to come back to you
- Talk to their friends and refer them to you
- Improve the team morale and culture (we all love our regular customers!) Provide you with feedback when you need it
If your team or business doesn't produce the experience they deserve, you may experience:
- Customers become 'transactional' vs 'value' spenders
- They take advantage of you if the opportunity presents (ever experienced theft?)
- They deter their friends and family from your business
- The culture will feel 'dense'
SCALA CAN HELP...
MEASURE CUSTOMER EXPERIENCE TO MAXIMISE PROFIT
Take a moment to think about the significant investment you have made in your business. From the early stages of the tireless time, effort and money to get your business off the ground (for some this hasn't stopped!), through to the hundreds (or thousands) of customers you have interacted with... hoping they would return and take the pressure off the costly marketing and growth you have had to do...
Then, as this started to come together, you have been too busy to do it all on your own. So you started to employ others to help you out. This is, quite seriously, when the hard work really started for you.
The systems and processes you have developed on your own, now need to be shared and delivered by other people. For some of Scala's clients, they feel that their team simply can't be trusted to do it right... which leads to incredible stress and zero down-time.
But here's the problem. When you finally do take time out of your business, you can't help but worry if your team are taking the business as seriously as you do! Are they completely obsessed with every customer that comes through the door?
We want you to take a moment to genuinely ask yourself this question:
"Is it important is it that your team perform the way you need them to, for every customer, every time?"
If the answer is yes, which it should be(!), then how do you know if they are doing it right?
Every customer that comes into your business is the ONLY way you will generate the sales and profit you deserve. Without customers receiving the best experience from your team, how can you guarantee they won't walk past you to spend money with your competitor tomorrow?
Then, as this started to come together, you have been too busy to do it all on your own. So you started to employ others to help you out. This is, quite seriously, when the hard work really started for you.
The systems and processes you have developed on your own, now need to be shared and delivered by other people. For some of Scala's clients, they feel that their team simply can't be trusted to do it right... which leads to incredible stress and zero down-time.
But here's the problem. When you finally do take time out of your business, you can't help but worry if your team are taking the business as seriously as you do! Are they completely obsessed with every customer that comes through the door?
We want you to take a moment to genuinely ask yourself this question:
"Is it important is it that your team perform the way you need them to, for every customer, every time?"
If the answer is yes, which it should be(!), then how do you know if they are doing it right?
Every customer that comes into your business is the ONLY way you will generate the sales and profit you deserve. Without customers receiving the best experience from your team, how can you guarantee they won't walk past you to spend money with your competitor tomorrow?
