When applying Customer Experience Onboarding, it is essential to exceed the customer's expectations and it is always necessary to Business Email List consider the experience from their point of view. The book "Be Our Guest" says: "When the experience is consistent, uninterrupted, and of high quality, the guests return." But how do you do that in SaaS Business Email List companies? It is no different from traditional companies. Leonard Berry, a researcher at Texas A&M University, conducted a survey that shows that customers evaluate service quality based on five factors, CESAR: reliability-the ability to reliably and accurately deliver what was promised; empathy: the degree Business Email List of individual care and attention you show to customers.
Security: knowledge of the cause, the business and your ability to convey ideas with sincerity and competence; appearance: everything Business Email List related to the presentation (even if it is online); and answer: the good Business Email List will shown by helping customers. What are the main points that should be considered in the connections? Customer Business Email List Journey Mapping: The first step is to manage the customer experience during all contact moments, that is, constantly monitor the entire customer journey. The customer experience is cumulative Business Email List and should include the stages before, during, and after the purchase.
The mapping of the "customer journey", as it is its literal translation into Spanish, generates benefits for both the company and the Business Email List consumer, since it allows knowing the profile of each client and identifying, for example, the form of communication preferred by him, the contact channel, the ways to approach him and what was agreed with Business Email List the sales team. Another important point is that with this follow-up, during the post-sale, it is possible to identify the critical points and the emotions that customers are feeling, improving the Business Email List points that were not worked on in the initial contacts and improving the customer experience in onboarding.