Why my Customers always ask for more?
If you are a Start-Up or Small Medium Enterprise (SME), you may frequently encounter a situation that Customers compare you with Larger organisations.
Larger organisations have multiple products/services with their presence across the Globe. They create their market share by providing WOW experience to their customers. They spend money and maximum resources in providing seamless services to customers and retain their Brand Value. To ensure that their multi-fold growth doesn’t erode customer experience, they invest in setting up processes and systems. They train their employees to provide uniform customer experience throughout the customer life cycle.
Key Stages of Customer Life Cycle
- Purchasing Decision: Providing information while evaluating different options
- At the Time of Purchase: Providing customer need analysis and recommend appropriate products/services that suite their requirements and budget
- Initial Usage: Provide necessary customer support in installing the product or demo using the product during initial days
- During Warranty: Provide the customer support during warranty and ensure that the trust is retained.
- After Warranty: Provide the customer support after warranty like annual maintenance contract that reduces the expenditure from the customer sometimes this may also mean recommend new product or offer discounts (if they exchange with old product)
Good news is Startup or Small Medium Enterprise (SME) can also compete with Larger Organisations in providing seamless Customer Experience by using Technology & Tools that needs minimum or no investment.
Top 3 areas to focus that significantly improve Customer Experience:
- Customer Relation Management (CRM) – To Know about your Customer and provide personalized experience.
- Customer Support through Help Desk – To serve your Customer’s challenges and address them immediately’
- Quick Start Guide ( with Videos & Text) – To make your customer experience easier and improve usage of products or services.
As Start-Ups and SMEs, have you evaluated / tried to implement and measure the effectiveness of the above 3 areas? LeaderGains focus on this unique Customer Experience to gain the WOW factor and helps the Start-Ups and SMEs to achieve this through Coaching and Consulting in the above areas. LeaderGains help you to setup these 3 systems faster, better and cheaper.
Blog by Sivaram Athmakuri, Founder & Director of LeaderGains Pte. Ltd., an expert Coach, Consultant and Trainer. He has 20 plus years of Managerial Experience with strong technology expertise. He prepares Organisations in embracing latest technology / tools and turn the challenges as opportunities for Growth. He empowers Organisations & People across all levels (C-Suite, Management, Leadership, Program / Project Managers, Functional/ Line Managers, Team members at Projects/ Delivery/ Operations), etc. in areas of Leadership/Executive Coaching, Strategic Planning, Dashboards for C-Suite, Setup Project Management Office (PMO), Agile Transformation, Risk Management and Product Development. He believes in “spending more time listening to Customer and understanding unique strengths of their existing environment helps him to generate the long-lasting results faster with lesser friction”.