Hi everyone, I'm Nigel, the Ambassador for Yorkshare and the founder of BuBul, award winning business advice software.
I'm also passionate about helping SMEs get their customer journeys right. When I started doing that in 2013 no-one had heard of customer journeys and I kept being told it was just some corporate management mumbo jumbo - but research from Harvard Uni shows that the main reason customers choose you is because of the customer experience - which is created by the customer journeys.
I'll be writing about hints and tips for SMEs each week and here's the first:
Having analysed millions of customer comments and complaints I realised there are only 6 things that all customers want. They are:
I'm also passionate about helping SMEs get their customer journeys right. When I started doing that in 2013 no-one had heard of customer journeys and I kept being told it was just some corporate management mumbo jumbo - but research from Harvard Uni shows that the main reason customers choose you is because of the customer experience - which is created by the customer journeys.
I'll be writing about hints and tips for SMEs each week and here's the first:
Having analysed millions of customer comments and complaints I realised there are only 6 things that all customers want. They are:
- 1. Make it easy - for them to do what they want to do, whether that is to buy, leave, complain, recommend, refer or contact you.
- 2. Set expectations - so they know what will happen, how it will happen, when it will happen
- 3. Treat them as an individual
- 4. Communicate with them - open, honest, clear communication regularly
- 5. Keep your promises
- 6. Put it right if it goes wrong!
Connect with me if you'd like a chat about any of these and why not follow BuBul on LInkedIn (https://www.linkedin.com/company/bubulexpert/) for more hints and tips!
