Is the customer experience you deliver scalable?
July 12, 2021
In this episode, we talk about a very important factor to take into consideration when designing your business processes.
Is the customer experience that you deliver to your customers or your clients scalable? So this is something that's really important and something that I've been thinking about recently because I have different people coming into my accelerator program and we work in a group cohort which is kind of like a mastermind. So we all help each other out in growing our businesses. And I have an awesome customer experience designed. It's like really well thought out. I spent a lot of time working on this experience and I believe that it's getting the results that I'm looking for in terms of making people happy that they're in the program and that they're excited to go through the program.
However, I have some one-off clients that I've been working with before the accelerator program came about. And what I realize is designing a customer experience for these one-off clients is so much more difficult. It is the same amount of work that it would take for me to design the group experience versus the individual experience.
So in other words, the individual experience for me is not scalable. Like how do I scale this experience? Every single individual client is going to have some different needs and different perspectives. So this is why I've actually decided from this day on that I will not do any more individual consultations. If they do want an individual consultation, I will probably have to charge maybe like $5,000 an hour. Because this is something that's very difficult for me to do. It takes me a lot more energy and time to design an experience for an individual than it does for a group.
So it got me thinking is your customer experience scalable? When we start chasing after different customers, we run the potential of making a lot of people unhappy because we're not giving the full thought process it takes for a customer tax would actually be happy because once you've actually sold the customer, your job in selling doesn't end there. Let's say that they've converted well after they convert, they have to feel like they're getting value out of whatever they bought. And that feeling means that you are still selling.
So after you've sold your product service, offer whatever it is, you are still selling to make sure that they see the value and what they just bought. Because you want to convert them over from a buyer to an evangelist. And you run the potential of creating a hater if you don't have a very well customer experience mapped out. So next time you are designing your business processes, think about what is this going to help or is this going to take away if you're chasing after clients and just doing these one-off things, it's likely going to hurt. If you have a customer experience that you can scale, then you're likely on the right track. This is Robin Copernicus. Boom bam. I'm out.
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