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How often do you take a look at the journey a potential customer makes to do business with you?
If the answer is never, then I’d like to suggest you take a look – and quickly!
I found a company online that provided branded coasters in what appeared to be exactly the colour and style I wanted for a client. It was after 5.30pm, so I used their “Click here for a quick quotation” link. “Fantastic” I thought – the quote will come first thing in the morning and I can get that ticked off the list.
Wrong! I did get an email before 9am the next day, but wanting to know my company name, address and phone number. When I replied I got another email asking me if I was to be invoiced or the client.
When I replied saying it didn’t matter, but it was urgent – I didn’t hear anything back.
Eventually at 1.30pm I called – only to be told he was busy, and there were people away today. When I asked why it couldn’t have been done first thing this morning, I was told I couldn’t be set up on “the system” until these details had been added.
They are making it far too difficult for someone to become a customer:
So, check out your customer journey, and make sure it is the best it can be.
If you would like help with getting your marketing sorted, give us a call on 01256 83 11 10.