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Is Your Customer Experience Proactive or Reactive?

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.

Use Greenpoint Testing to Achieve Your Desired Exit Valuation

It only takes 106 questions, scanning 10 essential business functions, to stress test your readiness for a successful exit.

However, these questions require thoughtful commitment to achieve your desired exit valuation.

During this up to hour-long online testing, you'll see questions such as the following.

Sample Question 02

After internalizing each question, select among three answer options – Agree, Unsure and Don’t Agree – choosing the answer which best describes you and your business.

Then, complete the Greenpoint questionnaire to unlock your personalized report, which will reveal any gaps in your planning, pointing to the action steps needed to maximize your desired exit valuation.

Format: Digital

Delivery method: Email

Report included: Your Greenpoint results

Stethoscope Frees You to Work On Your Business, Beyond In It

120 questions, scanning 10 essential business functions, free you to work ON your business, rather than solely IN your business.

With each question requiring thoughtful commitment to identify opportunities to further your success.

During this up to hour-long digital Q&A, you'll see questions such as the following:

Sample Question 02

After internalizing each question, select among three answer options – Agree, Unsure and Don’t Agree – choosing the answer which best describes you and your business.

Complete the Stethoscope questionnaire to unlock your personalized report, which will expose gaps [if any] in your planning, and tips for future growth, resulting in action steps needed to maximize your thinking as a business leader.

Format: Digital

Delivery method: Email

Report included: Your Stethoscope results