Customer experience includes every part of your company’s offering and every touch you make with a customer. How well you take care of the customer is often what we think of first. But it also includes things like your advertising, service features, reliability, and even how promptly you answer the phone or emails and what your trucks look like. In essence, every single touch your company has with someone should consistently and deliberately deliver on your brand promise. The challenge is that often different people are managing each of these aspects of your business and have different ideas of what customer experience – and ultimately your exterior home remodeling brand? – means.
For some exterior home remodelers, this can be the most difficult part of your brand strategy; however it is definitely the most important. A successful brand strategy encompasses a set of customer experiences that align with what you want people to think and feel when they interact with your exterior home remodeling business. This includes every interaction along the customer journey. If your business is built around being responsive, our Brand X session can help you formalize and reinforce this deliverable as a natural part of your daily process, so the customer has a positive experience at every possible touch point with your company.
It can take some work to get all the team players on board, but it’s always worth it. And once it is established and reinforced daily by the leadership team, it is usually quickly embraced by the rest of your employees.
Let’s connect if you want to learn more about developing a customer experience plan, getting your employees to deliver on your brand promise, and impressing your customers with the experience you provide every step of the way. A positive customer experience leads to 5-star customer reviews, and 5-star reviews lead to new business, something all exterior home remodelers want!