This month is all about THE EXPERIENCE THAT YOU OFFER, BOTH AS A BUSINESS AND TO YOUR CUSTOMERS.
yes, those two things can be different.
AS A BUSINESS YOU OFFER AN EXPERIENCE TO EVERYONE WHO COMES INTO CONTACT WITH YOU OR EVEN SO MUCH AS SEES YOUR SOCIAL MEDIA; think of your ‘brand’. THESE PEOPLE MAY NOT BUY FROM YOU, BUT THEY MAY TALK ABOUT YOU AND POSITIVE ‘WORD OF MOUTH’ IS PRICELESS.
THEN OF COURSE ITS YOUR CONSUMER/CUSTOMER/CLIENT EXPERIENCE. how your clients EXPERIENCE your business from beginning to end. how you as a business owner navigate them through.
From the second they hear your name, until after they have RECEIVED your product or service.
it is all in the experience.
this is going to be a busy and juicy month, we are talking all things from how you answer your phone, to your confirmation emails. your booking systems to what you wear.
as always, buckle up club!
let’s get to work.
consumer experience timeline
this month we are starting off with a really simple exercise just to get our brains working and our thinking in the right direction. below you will find your workbook to start mapping out your timeline. There are 3 seperate pages, before, during, after.
before: think about EVERYTHING that happens in your business before someone buys your product/service. how do they find you? what are the options they have to find you? how do they see you? instagram grid/stories? other testimonials? word of mouth? driving past your business? advert on another page? everything!!!!!!!!
during: what process do they have to go through to buy from you? im talking phonecalls, emails, booking systems, all the way through to being with you in your work place, paying and leaving. List sitting in reception (its part of the experience) also list payment! a huge part of the experience! recieing your product, the packaging… again… everything!!!!!!
after: important part and also something well be covering in one of our club insta videos. After the client has bought from you, thats when your marketing to them becomes the most important. what happens after? follow up email? call? wait times to recieve the finished products in some cases? do you have any follow up at all? aftercare? im going to say it one more time… everything!!!!!
write it all down!
CLICK BELOW FOR YOUR WORKBOOK
SOMETHING FOR AFTERS?
SORRY GUYS I DON’T MEAN ICE CREAM!
IF YOU HAVE FILLED IN YOUR TIMELINES IN ABOVE, IM PRETTY CONFIDENT IN GUESSING THAT THE MOST EMPTY PAGE IS AFTER? AM I RIGHT? OK… HERES SOMETHING FOR YOU TO THINK ABOUT…
SOME OF YOUR MOST EFFECTIVE MARKETING CAN BE DONE AND SHOULD BE DONE AFTER THE CUSTOMER HAS PURCHASED FROM YOU.
I KNOW… WHATS THE POINT RIGHT? YOU’VE ALREADY CONVERTED THEM WITH YOUR ADVERTISING INTO ACTUAL PAYING CUSTOMERS. LET ME REMIND YOU OF THAT WONDERFUL FREE ADVERTISING TOOL THAT IS CALLED ‘WORD OF MOUTH’. WHO IS MORE EFFECTIVE IN THIS? A FAN ON FACEBOOK? OR SOMEONE THAT HAS YOUR PRODUCT IN THEIR HANDS/HAS ALREADY SAT THROUGH YOUR SERVICE? LET ME ALSO REMIND YOU OF REPEAT CUSTOMERS! THERE IS NO CUSTOMER MORE POWERFUL THAN ONE WHO HAS ALREDY EXPRIENCED YOUR PRODUCT OR SERVICE AND HAS DECIDED TO BUY AGAIN. IT MEANS THEY VALUE YOUR QUALITY AND WILL BE EASILY CONVERTED TO WHATEVER PRODUCT OR SERVICE YOU SHOULD ADD NEXT. IT ALSO MEANS THEY THINK POSITIVELY OF YOU AND THERE FORE WILL SPEAK ABOUT YOU THIS WAY… HERE WE GO AGAIN WRAPPING BACK ALL THE WAY AROUND TO WORD OF MOUTH.
BELOW YOU WILL FIND AN EMAIL TEMPLATE EXAMPLE THAT I HAVE CREATED AND USED MY SKIN BUSINESS TO GIVE CONTEXT. SOMETHING THAT I WOULD BE COMFORTABLE USING (AND INFACT AM GOING TO USE ONCE WE ARE BACK TO WORK) TO SEND TO MY OWN CLIENTS. ESPECIALLY NEWBIES! THIS IS MEANT TO BE PURELY FOR THE BENEFIT OF THE CLIENT. A QUALITY CHECK OF SORTS.
THE NEXT LINK WILL OPEN UP THE TEMPLATE WITH AN EXPLANATION. JUST TO GIVE YOU SOME POINTS OF REFERENCE AS TO WHY THE EMAIL IS WRITTEN AS IT IS. some things to consider when you are adapting it to your business. the most explanation and example will come with the INSTAGRAM video. Ill post this the first week of the month so that you can watch it with your templates and things will all make perfect sense.
i have a challenge for you for your third exercise this month…
‘SHOW ME HOW TO PAY YOU!’
I WANT YOU ALL TO HAVE A STEP BY STEP GUIDE ON YOUR SOCIAL MEDIA THAT SHOWS YOUR CUSTOMERS HOW TO PUT CASH IN YOUR BANK. IT CAN BE A STORY THAT YOU SAVE AND REPOST, BUT I WOULD RECOMMEND A HIGHLIGHT.
SOUNDS ABIT NUTS?
THE VIDEO EXPLAINING WHAT I MEAN WILL BE UP ON THE PAGE THE FIRST WEEK OF THE MONTH!
DON’T BE SHY LOVES, GET INVOLVED!!! WE ALL LOVE MONEY!
CHALLENGE ACCEPTED? I THOUGH SO! SEE YOU ON INSTA!
this months calender
1st FEBRUARY – EMAIL DROP – CLUB OPEN
-The first of every month is where we start! On the first you will have your ‘new month email’ drop into your inbox, this signifies that this months club is officially open to members.
THIS MONTHS WEBSITE CONTENT
-This is our third month Already! how did that happen!? On the website you will find all things CONSUMER experience. this one is a super hands on, eye opening month. and the last of the ‘huge topic months’ befroe we niche down and get into the nitty gritty.
16th February 4pm – MONTHLY INSTAGRAM LIVE
-This is where we talk about this months topic in depth. Don’t forget, as always, we accept questions via DM before the live as well as during. This means if you cant make it live we can still cover your questions. All lives will be saved to the Instagram page so that you can catch up.
THROUGHOUT THE MONTH
-You will have access to a private instagram page @thezephclubmembers so don’t forget to turn on your notifications to the page, you don’t want to miss anything. Remember, its there for you! You pay to be a part of this club… get as much from it as you can!
-I will, as always, be present on the instagram page throughout the month. Sharing real time business problems and solutions. Don’t forget, The ZEPH Club isn’t my only business, I will be going through what you all go through as the year unfolds, I understand and I’m here to help you along the way.
-Drum roll please… next months topic will be…mindset!
HEAD OVER TO THE MEMBERS ONLY INSTAGRAM PAGE @THEZEPHCLUBMEMBERS