Customer Journey
Opportunities
Building Relationships
The first key that needs to be done is to set up a customer service center and hotline that will create numerous openings for customers to express themselves and how they feel about the business. In the customer center booth or department, the business owner can learn how to handle customer challenges and realign the business's objectives to newly emerging trends. Thus a customer center opens up more opportunities to learn more about the customers and their preferred means of conducting the business. More so, setting up customer service centers will retain clients and establish trust with them. It gives the company the chance to come to terms with their mistakes as they gauge the entire business strategy's penetration and effectiveness. For the services rendered, we recommended a company or business concentrate on highlighting both negative and positive reviews to enable people to come to terms with the services offered and unveil the business practices of the business in a more open manner. This way, both negative and positive reviews make the business operations seem legitimate to the market base. Apart from having a customer service center, the company is recommended to have specific staff or personnel I charge of handling matters concerning the customer challenges such as complaints and pending questions about product or services being offered on a daily basis. Thus, the personnel should be in charge of giving direction, details on items and services, receive orders, and come up with routes of solving consumer problems. To establish a relationship with the customers, a business has to maintain an optimistic, compassionate, and proficient approach towards clients at all given times.
2
The goal of any business is to make a profit and create a market niche that is loyal to the business. One of the most basic ways of increasing customer retention is through the establishment of trust. Trust entails going beyond smiles and shaking of hands into actively involving customers in the decision making process. For instance, independent have to ensure that key business operations are stead and running as usual so that the clients might have their needs met on time without any delay. For example, each FA should book an appointment with the client so that they might inform on the ongoing business operations. In fact, the key business operations should run as usual, with no delay. Secondly, it is recommended to communicate with clients with their own preferred method effectively. For instance, if a client launched a complaint through an email, the customer services should reply using the same means the customers communicated before so that it can create understanding and consistency with the customer. Comprehending the needs and wants of a customer at a particular time will inform on how the business responds to the customer. Besides, ensuring that the customer is satisfied at the end of the entire customer service helps retain the customer and meet their needs. Subsequently, the customer has to prove and verify that their personal portfolio is up to date and can meet the customers' needs on a timely basis. Rather than pushing dates forward, all the face-to-face appointments or activities should never be delayed or subject to postponement. Subsequently, the company must be assured that the company is doing everything in its mandate to protect their financial well-being. Therefore, carrying out performance appraisals assures the customers that their money is in the right hands hence giving them a reason to trust the company. Thus, an ongoing relationship has to be demonstrated and proved through the performance of key to the tasks.
3
Improving Customer Experience
We are recommending that the wants of the customers have to be met. For this to occur, the company has to formulate a clear vision. This means that customer experience should be a top priority because customer experience increases revenue, leading to higher profit margins. For most companies, customer services cannot be replaced with customer experience. Thus, the need to positively impact a client’s emotions so that the company might have more regulars to its list. Customer experience impacts both external and internal aspects of a company. Besides, customer experience can only be judged through the customer's interaction with the company brand image. In order to gain a good reputation with customers, companies need to present themselves as accessible and helpful to the consumers. For instance, the company should respond to emails in a timely fashion and whenever customers raise issues or queries, the company should be quick to not only answer but create a reference point through which the consumer will have their needs met. Due to the increasingly stiff competition, retaining a good reputation with companies will help the company remain afloat and sustain its profit margin in the long run. Thus the company becomes more visible and marketable without much in much effort.
