Stop procrastinating, start moving!

Every journey starts with the first step (cheesy, but true)!

As a previous manager once famously campaigned to our team 'complacency is THE DEVIL'!

There will always be competing priorities and other distractions to stop you from starting, however any business not actively considering how to improve their product offering, customer experience, operations or sales processes isn't standing still - they are sliding backwards!

Where should I start?

Start small, no transformations happen overnight - there is too much to consider and you want to ensure that the whole business is with you.

Pick a focus area to start with, then identify 5 small things that could be tweaked to start to build momentum:

• Consider an updated email template

• Automated renewal notifications

• Better personalisation of emails

• Or even just remembering an important clients tea/coffee preference for their next meeting!

The important thing is you've taken the first step!

Sounds a long way from transforming Customer Experience?

It is, however you've already started to put yourself and your team into the mindset of 'How can I improve my customers experience with us'!

If you are truly committed to changing your customers experience you need to make time to consider how to improve it.

Set aside some time to consider each time a customer contacts you (whether that's virtually, on your website, in your shop, in person or over the phone), and how this experience could be improved - one change isn't going to radically improve experience so it's important to start thinking about what the ideal customer journey could be.

This process is what larger businesses and consultancies call 'Customer Journey Mapping', and you may not think it applies to your business - but it can be applied to any business on any scale.

Final Thoughts

Starting or knowing where to start is sometimes the most difficult step, however there are no 'wrong answers', so long as you make decisions with your customers best interests at heart it will have a positive influence.

If you would like some further inspiration, sound advice, affirmation or additional support Adlas Consulting are here to help. We offer a range of services from purely facilitating an initial discussion to identify some key themes/opportunities, through to an in-depth review complete with recommendations and a robust plan and team coaching opportunities.

Transforming customer experience is not just about improving sales performance; it is about creating meaningful connections with customers. By understanding their needs and preferences, you can craft experiences that resonate and foster loyalty.

As you embark on this journey, remember that the key to success lies in continuous improvement and a commitment to putting customers first.

Remember: Customer experience applies to all businesses!

So take the plunge and just remember that complacency is THE DEVIL!