028 Mapping Out Your Customer Journey for MORE Sales

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Today Sales Toolkit is about understanding the Customer Journey throughout your entire sales process.  NEWS FLASH! You never stop selling! 

 Key Takeaways:

A customer journey serves many purposes. 

• Promote confidence in your client with a repeatable journey with milestones to trigger connectivity, communication and delight 
• When you have a repeatable process each client goes through from beginning to end YOU have more confidence to sell 
• A system to ensure you have happy, loyal customers who will refer you often to others as well as repeat business 

Where does a customer journey fit into your business?

• From the moment your lead becomes a qualified prospect- meaning they want more information from you 
• During the sales call 
• During the follow-up process
• Onboarding (critical place)
• During the servicing 
• As your project comes to an end 

What should you consider in each phase?

• From the moment your lead becomes a qualified prospect- meaning they want more information from you 
  • How are you keeping the excitement high and adding value 
• During the sales call 
  • How are you keeping the excitement high and adding value 
• During the follow-up process
  • How are you making them feel?- stressed/turned off or enlightened and excited, that your helpful? 
• Onboarding (critical place)
  • How are you showing your gratitude? Do you send them a thank you? 
  • What are you communicating to them and when? 
• During the servicing 
  • What milestones do you over-communicate? (very important) 
• As your project comes to an end 
  • How are you delivering your outcome? How are you surprising and delighting them? 
  • Do you ask for reviews or feedback? If you don’t ask the answer will always be no. 

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