From the course: Scaling Your Small Business

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Customer experience: The forgotten channel

Customer experience: The forgotten channel

From the course: Scaling Your Small Business

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Customer experience: The forgotten channel

- There are many channels that people quite naturally think about when it comes to scaling their business. Advertising, referrals, strategic partners. A lot of people don't think of customer experience as a channel. I believe that it has actually the power, the awesome power, to either drive or kill your efforts to scale. If you think about it, you're bringing in customers at a growing clip, but they're not so happy. They're not talking about your business. In fact, some of them are leaving. That's going to really throw the equation off and if you're investing in this scale, and then it is eroding out the back door, you're never going to achieve the results that you want. So analyze everything in your business that involves or touches the customer. This is how you create a great customer experience. Now this includes your onboarding process for a new customer, your orientation for a new customer, training a customer on how to use your product or service, or how to get more from your…

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