Company Checkup - The Customer Experience

When was the last time that you did a company checkup on what the customer experience is for your customers? If you haven't done it recently, you probably should. It's a great way to make sure your customers are being treated how they should be and that all the work (and money!) that you have put into getting customers isn't getting blown because of a horrible process or a bad employee?

To get started, you need to make a list of all your customer touchpoints and the experiences they might go through. Here are some examples:
1. Awareness (Is it easy for prospects and customers to learn more about your company and your offerings? Are your tradeshow booths managed well and customers and prospects treated like gold at the booths?)
2. Engaging with Sales (Is it easy for a customer to find a phone number to find out who their sales person is? What about if they want pricing? How are your phones answered? Do your inside sales people and sales people return calls in a timely manner )
3. Buying Process (Is it easy to place an order? Does the customer get the product in a timely manager? Do they get registration information easily? Do you send them a welcome e-mail or letter telling them numbers for technical support, etc)
4. Support (Is it easy for a customer to find the technical support phone number on your website? How are your support phones answered and how responsive are your support people?)

These are just a few examples but there are probably dozens of examples that you can work on to make sure your customer has a quality customer experience every time they interact with your company!