How do we get customers choosing us and staying loyal to our business?
Ensuring that your family business is producing a viable product or service that helps your customer reduce friction in their life is the first step. To do that effectively though can be supported by understanding the concepts of customer experience as a business discipline. Realising that customer experience goes beyond just how you service or market to your customers is imperative.
Delivering a strategic customer experience journey, by which you have mapped out the touch points that your customers will travel through from the stage of awareness, where they have a need but don’t know about you to where they have learnt about you, chosen you and you, as a family business have applied customer experience tactics to help them move into the status of advocates.
This is where you become a trusted and valued family business where customers show loyalty and advocacy.
By VIC based Family Business Accredited Advisor
Aileen Day is a customer experience (CX) thought leader and FBA Accredited Advisor. Globally recognised as a certified customer experience professional (CCXP), Aileen helps organisations become commercially smart, by delivering human-centred experiences worthy of customer trust and loyalty.
