From the course: Building Customer Loyalty
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Stage two: Conversion not coercion
From the course: Building Customer Loyalty
Stage two: Conversion not coercion
- Put your customer hat on for a minute. Imagine calling a business for the first time. As a customer, your experience doesn't start once someone on the receiving end picks up the phone or you eventually get down to the store to make a purchase, your experience started the moment you picked up the phone to make the call. Think about that for a minute. You've already entered the business's sales process whether they know it or not. Let me explain. There are two fundamental challenges businesses have in the second stage. First, a lot of companies make even this part of the experience very frustrating for the customer. For example, think about all the elements related to the customer experience that are happening the moment a customer picks up the phone for the first time. Here are a few things that come to mind. How many times did the phone ring before someone picked up on the other end? Did someone pick up at all? How quickly can the customer expect to be called back? Did the customer…
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