Ever feel like your business is a never-ending game of whack-a-mole? You’re constantly putting out fires, and just when you think you’ve got things under control, another issue pops up. It’s exhausting, right? But here’s the thing: sometimes, the biggest wins come from focusing on the small stuff – Especially when it comes to your customers’ user experience.
One thing can make all the difference.
Think about the last time you had a frustrating experience as a customer. Maybe it was a confusing checkout process online or being bounced around on a customer service call. Annoying, wasn’t it? Now, flip the script. Your customers feel the same way when they hit a snag with your business. But when you smooth out those rough spots, you not only make their lives easier but also build loyalty and trust.
Our own ‘AHA!” moment…
Let me share a quick story from my own business. We noticed that our resource download process was, well, clunky. Customers had to jump through multiple hoops to get what they needed, leading to frustration and drop-offs. It was a wake-up call. We were inadvertently putting barriers between our customers and the value we promised.
The Clockwork approach to fixing it
In Clockwork, I emphasize the importance of designing your business to run itself. A key component of this is refining and optimizing your systems, especially those that directly impact the customer. We took a hard look at our download process and asked: How can we make this effortless?
We streamlined the steps, reduced unnecessary form fields, and ensured that once someone requested a resource, it was delivered promptly and seamlessly. No more waiting, no more confusion. The result? Happier customers and a noticeable uptick in engagement.
Steps to redesign your own customer touchpoint
- Identify the pain point: Dig into your customer feedback. What’s the common gripe? For us, it was the cumbersome download process.
- Map the current process: Lay out each step your customer takes. Seeing it visually can highlight unnecessary complexities.
- Simplify and streamline: Where can you cut the fat? Remove redundant steps, automate where possible, and ensure clarity at every stage.
- Test and gather feedback: Roll out the changes to a small group first. Listen to their feedback and adjust accordingly.
- Implement and monitor: Once satisfied, implement the changes across the board. But don’t set it and forget it. Continuously monitor to ensure it’s delivering the desired results.
The bigger picture
Fixing one touchpoint might seem minor in the grand scheme of things, but these incremental improvements compound over time. By consistently enhancing the customer experience, you’re not only fostering loyalty but also setting your business up for sustainable growth.
Final thoughts
It’s easy to get caught up in the big picture and overlook the small details. But often, it’s these details that make or break the customer experience. Take the time to walk in your customers’ shoes, identify the friction points, and address them head-on. Your customers will thank you, and your business will, too.
You’ve got this!
-Mike
PS – Clockwork has changed the way entrepreneurs operate their businesses by teaching ways to create systems and processes that allow for freedom of time. What more could you ask for? Grab Clockwork at your favorite bookseller. If you’re looking for more, you can get certified with Run Like Clockwork to teach other business owners how to thrive in their business and get back their time.