Today I want the work I’ve done to improve the customer experience of my customers.
By customer experience, I mean the experience a customer has from the moment he first hears about me to the point where I have given him enough value and he no longer needs my services.
The aim of this post is to show you how some small techy tricks can help you or your company automatize simple things such as contact management and email follow-up. By using the right words, it is possible to attract people into your funnel and make them happy whether or not they buy your services.
The first question I asked myself was:“What emotions, feelings or impressions do I want to make my customers feel along their journey with me?”
Here is my answer: curiosity, confidence, kindness, trust, consideration, respect, generosity, security, serenity, surprise, optimism, envy, passion, fun.
Now that we have identified the emotions, let’s plan the customer’s emotional journey.
The job now is to drill down each step and define what kind of emotion I want them to feel at that point. To do this, I identified an actual prospect, customer or partner at each stage of the journey.
I broke down the journey into the following steps:
Definition of each step:
I have focused on the customer funnel but there is another very important emotional state:
Now that we have identified the different stages, it’s time to create gates for messages that will provoke and/or reinforce the right emotions and encourage people to move towards the customer or fan state.
In order to do this, we need to keep in mind that words provoke emotions, so cherry-pick the right words for the target emotions. This is not too complicated. Every time you want to create a gateway from a stage to another, write a message and select the best means of transmitting that message to your customer.
Here are the tools that I have implemented for my customers.
Technically speaking, thousands of tools are available and I only use a few of them.
When you write your emails, don’t forget to adapt your messages to the state targeted.
Call to action designed to make people happy
Having followed these steps and implemented the necessary tools, you should think about giving people what they want from you. The aim is to give the call to action meaning, and then give people the opportunity to interact and enter your funnel. This includes Twitter bio, LinkedIn bio, email signature, follow-up messages, but also documents and conferences.
This subject is not my strongest expertise. However, considering the number of people who ask me how I send emails automatically following a networking event, I’m pretty sure that it’s been useful to share the methodology I have developed. If you want more technical details, please feel free to add a comment below and I’ll write a more technically-oriented article about implementation.
P.S. If you want experience what people feel after sharing their business card with me, feel free to subscribe here.
Send an email automatically when I add it to my contact list:
Add every new contact to a Google spreadsheet:
Add every new entry in my contact spreadsheet to MailChimp:
Implement the same with Convertkit: