Knowing the difference can build your company worth
A business owner said to me he was proud of overhearing a recent conversation between one of his account reps and a customer. He said he could tell that the account rep was managing the call well and that it sounded like the customer was satisfied with the outcome. I asked if he knew why the customer was calling and he said because they were asking about the status of their order. My question was, do you think the customer wanted to make that call in the first place?
The world is rapidly moving from a “fail & fix” mentality to one of “predict & prevent”. Think about this as it relates to your company interaction with your customers and ask yourself these questions:
- What are the main reasons customers call us? Determine which of these are reactive and an opportunity for a customer experience enhancement.
- What services could we provide that would show our customers that our support is proactive in nature versus purely reactive? Can we help our customers avoid headaches or firefighting?
In prior blogs, we reviewed the importance of being sticky with customers because the stickier you are generally the higher the worth of your company in the eyes of an acquirer. Talk with your team about the customer experience you’re providing to identify enhancements that will increase your customer stickiness and increase the worth of your business.