CX Optimisation Basics Mini-Course
Learn how to optimise your customer experience (CX) to grow your business with this self-study 5 module e-course
If you're in business, customer experience (CX) is EVERYTHING!
It can literally make or break a business.
It's not enough to have a great product and carefully crafted marketing messages - your customers are expecting more now than ever before. A poor customer experience can increase costs, decrease profits, increase time and energy, decrease results... even before a potential customer buys from you.
And if your customer churn rate is high... you definitely have some CX work to do!
This is commonly known as a "leaky bucket".
The bucket represents your sales funnels and customer care. The holes represent customers ‘leaking out’ before they should.
For your business to keep functioning with a leaky bucket you need to constantly refill it. Which, depending on which study you believe, and what industry you're in, acquiring a new customer is anywhere from 5-25X more expensive than retaining an existing one or maximising word of mouth referrals.
Further to this, the probability of selling to an existing customer is 60–70%, whereas the probability of selling to a new prospect is 5-20%. Which means if you have to keep filling up your bucket with new prospects because others arent sticking around, your costs are a LOT higher than they need to be.
Wouldn't you prefer a profit in your pocket instead??
The bottom line: attracting and keeping the right customers is very valuable to your business.
They key to doing that well is not only having desirable products and services, but having an enjoyable customer experience.
But how can you find out where your holes are, and how big they are?
Fortunately, you can discover this in a straight-forward and cost-effective way by conducting a customer experience (CX) audit and taking action on your findings.
A Customer Experience (CX) Audit is an assessment of your customers’ interactions (aka touchpoints) with - and perceptions of - your brand before, during and after doing business with you.
The drool-worthy side-effects improving your customer experience can have:
Increase conversion and close rates effortlessly and shorten customer deliberation time.
RETENTION + PROFITS
Improve client and customer retention for a more sustainable and profitable business.
Win more business with less effort by understanding behaviours that lead to conversions and referrals.
Give your business a stand-out competitive advantage over your competitors.
DID YOU KNOW...
67% of consumers and 74% of business buyers say they’ll pay more for a great experience.
Loyal customers are 7 times as likely to test an offering, 5 times as likely to buy again and 4 times as likely to refer.
84% of businesses working to improve CX report an increase in revenue.
Increasing customer retention rates by 5%, increases profits by 25% to 95%.
73% of buyers point to customer experience as an important factor in purchasing decisions.
65% of buyers find a positive experience with a brand to be more influential than great advertising.
Organisations that lead in CX outperformed competitors by nearly 80%.
In fact, they retain a higher share of customers, have customers that are 7X more likely to purchase more from the company, 8X more likely to try other products or services, and 15X more likely to spread positive word of mouth.
Now, I dont know about you, but....
If there's easy opportunities to increase ROI, improve profits, increase business sustainability, increase brand reputation AND improve client satisfaction at the same time...
I'm definitely in! Are you?
So how do you improve your Customer Experience?
One way is through customer experience (CX) self-study e-courses like this 5 module mini-course.
The course will teach you practical tips for improving CX and covers:
- The basics of customer experience.
- The key elements of CX optimisation.
- What to consider when assessing your customer’s journey with your business.
- Making a plan for change using our tried and tested CX Audit Tool.
- The importance of continuous improvements.
- The importance of your customer’s experience.
- How CX improvements impact the growth and profits of your business.
- How to ‘walk in the shoes of your customer’.
- How to complete a customer experience audit for an online or offline business (or both).
- How to implement CX changes and track results.
This CX mini-course specifically covers:
Audit your online presence and customer journeys
Identify the customer touchpoints that need the most improvement
Strategise ways to improve the customer experience for better results
Create a plan for implementation of changes
Finish the course with a clear action list of what to do, where to start and how to track your results.
Imagine having a customer experience optimisation strategy in place that helps you create meaningful connections with your customers before they even walk through your (digital) door.
Imagine having streamlined operations that WOW your customers and hook them as a client for life - or better yet, spreading positive words about your business (yay, free marketing!).
Imagine the difference just a few internal tweaks can make to your bottom line!
This Customer Experience Basics mini-course will teach you how to make every touchpoint count for maximum impact on your customer's experience!