Presentations | Slides | Resource Lists | Bio | CEdMA
- Know who they are, know which ones are profitable (loyal customer base is most profitable) Know who influences key purchasers-who makes decisions, who benefits using or consuming the service. Know who can generate referrals, create more customers.
- Owning your customers' total experience is taking responsibility for the quality of the customer's experience in purchasing your product or service.
- To use training as an example, the total experience includes, but is not limited to:
What are the courses/info
Registration
Building/facility
The lobby
The Welcome
The classroom
Equipment
Instructor
Course Objectives
Instructional Design
Interactivity and engagement
Solve problems
Answer questions
Opportunity to evaluate
Materials
What do they leave with
Follow-up
- Help them access information online help them perform transactions online, let them interact in their choice of medium, give them the ability to check on status of course, schedules, registration, etc.
- Develop an understanding of what they need to get their job done.
- Allow customers to customize, tailor-have them specify and modify their profiles.
- Develop an understanding of the customer's entire business process, improve processes based on feedback and behavior
Are you already doing this? Can you do the same, or better? Based on the current movement and infectious behavior of technology the Internet is happening whether we like it or not. If we don't modify our business models to include electronic commerce and marketing in some shape or another, your competitors will.
Presentations | Slides | Resource Lists | Bio | CEdMA