Think about how you build out journey maps or of journey maps you’ve seen if that isn’t something your agency does. They chart out how a potential customer goes from not being aware of the product or service to the point of purchase. Typically, we’re building this journey map to coincide with our work in helping our clients increase their sales. In that way, it makes sense that the map would end at the sale. That’s our job is to get them to that point. But the customer’s experience has really just begun. The real journey begins once you’re in a relationship with the customer and how you nourish and grow the trust and connection with the client moving forward.
The opportunity for our agencies is to help our clients beyond the initial sale. What if our agency also engaged in helping clients build stronger, more resilient relationships with their customers? That’s some very profitable work for us and a lasting value for our clients.
As a certified customer experience professional, Jeannie Walters is an expert on this exact topic. An educator and consultant that comes from the agency world, she has a real passion for improving customer experiences and she’s here to share some insights that will help you serve your clients even better.
In this episode of Build a Better Agency, Jeannie and I dive into the changes in customer relations that were inspired by the pandemic and how companies were forced to evolve in order to survive. We also talk about how the entire supply chain process has come front and center, as well as the continuing need to be innovative, even though the stakes aren’t as high as they were during the pandemic.
A big thank you to our podcast’s presenting sponsor, White Label IQ. They’re an amazing resource for agencies who want to outsource their design, dev, or PPC work at wholesale prices. Check out their special offer (10 free hours!) for podcast listeners here.