Customer experience is EVERYTHING. Bad customer experience can basically guarantee you lower sales, so that’s why Carla’s advice on how to make the customer’s experience the absolute best it can be is so crucial! Carla has helped so many people really rethink their impact and reimagine the work they’ve been doing, and we are so blessed to be able to soak up a little bit of the knowledge she shared with us!
One thing Carla shares with us is the importance of really understanding why people buy products or services, and what that journey looked like. It is massively important for business owners to put themselves in the shoes of their customers.
Carla shares, “we have to understand the triggers and purposes for their behavior, and that’s never linear”.
Kind of like shoots and ladders, get it?
The sooner we can understand what brings our customers to make a purchase, the better we’ll be able to market to them and also give them exactly what they want to make sure their experience is the best it possibly could be!
We all know how important (and sometimes seemingly unattainable) happiness is. Most of us are constantly striving to be “positive” or want to “see the glass half full”… “always look on the bright side of life”, right?
But how does happiness affect your business? The answer is: a hell of a lot!
The conversations about marketing and business usually center around B2C encounters, but rarely do we think about the employees that make it all possible. This is something Carla talks quite a bit about in this episode, and everything she has to say is really golden.
“When you have happy people showing up to work every day, that feel like they have a purpose and a reason for being there, they show that in the work that they do with customers”… makes perfect sense, right? At the end of the day, when people are truly passionate about the work they do, that will radiate down to the customers who will in turn be more inclined to support the business.
Really making sure your employees are content with the job they’re doing, hearing any grievances, and making sure they know they’re valued is just the first step to creating this harmonious environment. It can ONLY help you!
I would argue that most of us have had a bad experience with an employee, whether it be at a restaurant or on the phone with customer service. Those types of hostile interactions that leave you unsatisfied reflect massively on the brand itself. Which clearly shows how important creating a positive environment within your trusted employees.
All in all, Carla’s knowledge on how to better the customer experience is priceless, and if you take her advice to heart, I’m sure your pocket will benefit. But that’s just the beginning of all the greatness she shared on her episode of Lately Live! Get more of the goodness here: https://bit.ly/2SUfAiZ
Carla has devoted the last two decades to helping an INSANE amount of people. Architects, volunteers, visionaries, you name it, Carla’s helped them! She’s gone on to widen the scope of those she helps by releasing not 1, not 2, but 8 books! Just imagine all the brilliance that’s in just one of those books, now times that by 8… pretty freakin cool, right? You can check out some of them on her amazon page; https://www.amazon.com/Carla-Johnson/e/B00V2YC0C4%3Fref=dbs_a_mng_rwt_scns_share or learn more on her website https://www.carlajohnson.co/
