Evaluating your customer's' journey?

The Customer Experience Professionals Association recently had a webinar on the customer journey from initial touch through the sales process to finally working together with the goal of a re-purchase.  Two of the slides in particular caught my attention. 

The first slide outlined the process of your customer's experience in the discovery and sales process and then through onboarding. 

Touchpoints

The second slide worth sharing is how the customer might be feeling during the entire process. 

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The bottom line? Your organization is only as strong as its weakest touchpoint. Uncovering each and every touchpoint and evaluating its effectiveness is key to maintaining a happy customer.

Contact us if you need help evaluating the customer touch points of your organization.

Recruiting for Cultural Fit

In a recent Harvard Business Review article on recruiting, they note that turnover  can cost an organization 50-60% of a person's annual salary. 

What questions are you asking during your hiring process? Here are some to include in your next interview.

 *   What type of culture do you thrive in?
 *   What values are you drawn to and what's your ideal workplace?
 *   Why do you want to work here?
 *   How would you describe our culture based on what you've seen?
 *   What best practices would you bring with you from another organization?
 *   Tell me about a time when you worked with/for an organization where you felt you were not a strong culture fit. Why was it a bad fit?

Two of our favorite candidate questions

We handle recruiting for companies in the A/E/C industry and the technology industry.

While primarily being a recruiter for employers, we also receive resumes and have conversations with individuals who are looking to open the next chapter in their professional career. When we do talk to individuals, we ask them to think about two questions prior to meeting.

We share our two favorite questions with you as food for thought -- whether you are looking to hire or considering a job change yourself. 

  1. If you were to give me three things that you love doing in your current job, what would they be? 

  2. If you were to give me three things that you want in your next job, what would they be? 

The one big question?

In a recent forum of the Customer Experience Professionals Association (of which Red Thread is a member), there was a question about the Net Promoter Score -- or NPS. 

The question was:

"What's your opinion about having a single metric that sums up the customer experience for an organization?  Personally I believe the customer's journey is too complex to boil down into 1 metric. I've also seen the limitations of NPS, and compiled indexes are notoriously hard to move.  BUT this is a sexy proposition for the C-suite, including for our CEO who made the request. How would you argue for or against a single CX metric?"

As you can imagine, the responses were varied and lively with some verging on humorous (eg, "Ask him/her how they would feel if they got on a plane and the pilot told him/her he was going to fly the plane by only looking at one dial?") 

If you aren't currently measuring your customer's satisfaction, you can choose to use NPS (shown below) as your measure of the customer experience. Something is better than nothing.

But, if you want to dig a bit deeper, the three questions that you can ask at the end of a project engagement are: 1) was it easy to do business with you, 2) did you achieve the project goals, and 3) how you made the client feel during the process.

Perspective

As Red Thread prepares to take the stage with Stacy Stout at the Society for Marketing Professional Services annual conference, Build Business 2015, we wish to share a video that sets the foundation for our  discussion about the customer journey map. While our presentation and workshop focus on the customer experience at a business, the notion of empathy is much larger, much more expansive.

"Could a greater miracle take place than for us to look through each other's eyes for an instant?"

~ Henry David Thoreau

How can you keep your clients?

Do you feel like your business development efforts are like herding cat? You win a couple clients and lose an old (beloved) client. Break that cycle!

Stan Wagner with Red Thread Creative Group is speaking with Stacy Stout at SMPS Build Business in Los Angeles. Come and learn how the Customer Journey Experience can help you keep old and new clients happy.

After the SMPS Build Business conference, the Customer Journey Experience presentation is available for your office. Just contact us for more information. 

Hanging up on voice mail

Do you find voice mail more of an annoyance than benefit? Some of America's largest companies are ditching voice mail as reported by National Public Radio.

But what are the alternatives? The major shifts from voice mail are to text message and social media.

Here are three tips to consider when dropping your voice mail:

1. Document important decisions: Text messages are great for "yes / no" questions but make sure you have documentation of decisions that impact budget or strategy. You may need that documentation later, and its an important record of the project that should be preserved.

2. Keep it short and sweet. Text messages are great for quick responses like confirming a meeting time or event address. But save the longer conversations for email; this allows you to fully flesh out your thoughts as well as being respectful of your client's time.

3. Pick up the phone. Sometimes (more often than we realize), a simple phone call will save dozens of texts or emails. In a recent phone call with a client, we were able to explain our approach and scope of work in a 10 minute call. During that time, we offered supporting information for our project approach which generated excitment about the project and a "green light" for the project. Email or text would not have allowed for that impromtu discussion.

Not ready to ditch your voice mail? Consider low cost alternatives like evoice.com where clients can leave voice mails that are transcribed and emailed to you. Now that's the best of both worlds.

Connecting at the 2015 SMPS SWRC

Ron Worth, CEO of SMPS, kicked off the 2015 SMPS Southwest Regional Conference with an inspiring message of collaboration, hard work, dedication and accountability for marketing and BD people in the A/E/C industry.

As a part of his presentation, Ron included a one minute YouTube video. In its most basic essence, the notion is that in order to help oneself, others must be served.

"Who am I to succeed?"

The Great Recession disrupted so many lives -- most likely your life or that of your business, too.

As they say, "necessity is the mother of invention," and we have seen a renaissance of young American businesses emerge after the Great Recession. 

If you are dreaming about your next opportunity, Red Thread can help you. We can help you to find your stride through a website presence, a new (and proud) voice, and with systems in place to support your growth.  

Consider Red Thread as your business partner. We have faith in you and your dreams, and we can help your dreams become a reality. 

1900 Sixteenth Street Achieves LEED Platinum!

As chair of the Board of Directors for USGBC Colorado, I was honored to represent the Chapter and its members in celebrating Denver's newest LEED Platinum building.

1900 Sixteenth Street has been recognized as the first multi-tenant office building in Colorado to achieve LEED Platinum for Existing Building Operations and Maintenance (EBOM) program administered by the U.S. Green Building Council (USGBC).