Reverse Engineer Method
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A chosen platform of top leaders + visionaries who are done with fantasizing and ready to accomplish
Mapping gaps in the client journey ...
89% of people polled say
This is enough to leave-
And not come back.
ATl's research says 89% of people have stopped using a business because of poor experience.
63% of clients polled by Forrester will not go back to a company after 1 poor UX including lack of communication next steps or poor client service experience.
40% drop in satisfaction can occur over the entire customer journey, even if individual touchpoints are positive, due to cumulative frustrations like unclear communication or lack of personalization according to McKinsey
Some of the most crucial aspects of client UX are :
Setting expectations with excellent communication
Always knowing where you are on the client journey map of milestones
Tracking and prioritizing kpis to success as defined by your client
In Construction this could be:
Clear coordinates on milestones
Consulting could be kpis or deliverables
Coaching could be stage of progress achieved
But, what if you had no certainty of where your investment was going?
According to Unanet 1 /3 of projects surveyed do not know if they are on budget or on time on a daily basis
-----record skip
What does this mean if you are a service
provider
---communication is crucial
You could be making progress ahead of schedule,
but if not communicated
your thrilled
while,
you've neglected to set expectations and the unkown, perIods of waiting and wondering cause undue uncertainty to your client.
More than enough to walk.
Remember, its not about you, its about your client.
What does this mean if you are a client investing in the service ->
Define success early
Define the associated deliverables
Ask for a way to templatize what is delivered to you so you can stretch your ROl and turn it into a system
Aim to develop your digital assets, into an asset library, so the work developed can grow as systems do in your organization.
At the end of each Engagement gather feedback and use it to improve the experience for your next client.
Feedback should include the voices of your clients and your team.
Identify the points of friction and polish the surfaces.
What could have been smoother
Where could we have done better
What would you like to have seen
Feedback is not complete until it reflects both internal and external experiences.
Have you taken the ti.e to make it a priority to learn from your clients experiences?
Is there something you would change knowing what you know now?
Let's get into it in the comments
07/18/2024
🔍 Gain invaluable insights from customer interviews! Follow these steps to gather actionable feedback and elevate your business. 🎤💡
Step 1: Define Objectives
📝 Set Clear Goals
What do you want to learn? (e.g., product feedback, user experience, pain points)
Establish objectives to guide your questions.
Step 2: Identify Target Customers
👥 Select Participants Wisely
Choose customers who represent your target market.
Use demographic and behavioral data for a balanced mix.
Step 3: Prepare Questions
❓ Craft Effective Questions
Ask open-ended questions to encourage detailed responses.
Focus on understanding needs, challenges, and preferences.
Step 4: Schedule and Conduct Interviews
📅 Plan and Execute
Arrange convenient interview times.
Use phone, video calls, or in-person meetings.
Record sessions for accurate analysis.
Step 5: Build Rapport
🤝 Create Comfortable Environment
Start with casual conversation to ease participants.
Ensure a friendly and open atmosphere.
Step 6: Listen and Probe
👂 Practice Active Listening
Listen attentively and ask follow-up questions.
Delve deeper into responses to uncover insights.
Step 7: Analyze and Act on Insights
📊 Transform Data into Action
Like ❤️ and save 📌 to conquer your competition!
Follow me at https://grow.reverseengineermethod.com/today
07/15/2024
🌟 Discover your customers' journey and enhance your marketing strategy with these step-by-step insights!
Step 1: Data Collection
🔍 Gather data from touchpoints:
Website Analytics: Track visits, page views, time spent.
Social Media: Monitor likes, comments, shares.
Email Campaigns: Measure open rates, click-through rates.
Purchase History: Analyze past purchases.
Step 2: Identify Key Touchpoints
🔑 Map out interactions:
Awareness: How do they discover your brand?
Consideration: What influences their decisions?
Purchase: What prompts them to buy?
Post-Purchase: How do they engage after buying?
Step 3: Segment Your Audience
👥 Group customers by:
Demographics: Age, gender, location.
Psychographics: Interests, values, lifestyle.
Behavioral: Purchase habits, preferences.
Step 4: Analyze Conversion Paths
📈 Identify common paths to conversion:
Multi-Touch Attribution: Key touchpoints.
Funnel Analysis: Journey from contact to purchase.
Step 5: Optimize and Personalize
🎯 Refine your strategy:
Content Personalization: Tailor to segments.
Channel Optimization: Effective channels.
A/B Testing: Experimentation.
Step 6: Monitor and Adjust
🔄 Track performance:
KPIs: Conversion rates, customer value.
Feedback Loop: Use customer insights.
Ready to take your business to the next level? 💡
Follow me at https://grow.reverseengineermethod.com/today
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