Have you ever stood in line behind someone who was complaining and ranting at the counter staff. (Even if in a social distanced line it’s noticeable and uncomfortable.) And then when it was your turn, the person at the counter seemed distracted and not attentive to your questions. Have you ever walked away and found […]
Hurry up and wait! The tension inside funnel optimization.
In your funnel optimization you may seek to flatten out cycles of hurry and wait. Still, I believe it is important to recognize the need for the customer to take time to make decisions and build wait into your customer journeys.
Is your customer engagement languishing?
Languishing is good word to use for what can happen in the customer journey. Where a customer hasn’t fully left us, but customer engagement has really dropped off. The customer relationship can languish.
Why you shouldn’t ask your customers why
People find direct why questions a challenge. For a lot of people, a direct why question comes across as aggressive. It doesn’t invoke a good answer. So don’t start your surveys with “Why did you buy from us rather than a competitor?”
The key to overcoming Tech overwhelm is to try things out
For me, the answer to overcoming Tech overwhelm is to change our approach to Tech. To embrace an experimental approach and try things out. Compare and test drive different apps. That will lead you to learning what Tech can do for you. Rather than getting bogged down in how it does it.
Stop, start and double down
I propose we change “stop, start, and continue” to “stop, start, and double down”. Use your customer satisfaction measurements to hear where you are doing well. then throw your focus and energy into that.
