by Bill Poole | Feb 8, 2021 | Strategy
When I say “client experience,” what comes to mind? Take 30 seconds to ponder that question before you read on.
Let’s get a bit more specific and go back in time 5+ years. What sort of experience do you recall having with a taxi cab?
Compare that to the experience that you get when you use Uber.
How are those two experiences different from your perspective? My guess is that taxi and Uber experience likely conjured up feelings on opposite ends of the spectrum. Both of them serve the same purpose of getting you from point A to B, but the vibe that Uber facilitates is significantly different from the taxi vibe.
From the client perspective, the “vibe” is the overall feeling that they have about their entire experience they have with a brand. So what can a brand do to ensure the vibe they are creating is a positive one?
Before we dive in any further, let’s get some clarity on a few things to ensure we are on the same page as to what a client experience is by looking at a few similar terms as noted in this Forbes article:
- Customer service is the advice or assistance a company gives its customers.
- Customer care means how well customers are taken care of while they interact with the brand.
- Customer experience is the total journey of a customer’s interactions with a brand.
Customer Experience became a hot buzzword a few years ago. Consulting businesses sprung up everywhere to ensure that brands provide a positive customer experience targeting the many touch points that very large businesses had with its “customers ”(Face-to face, phone, web, printed invoices, etc).
We help entrepreneurs of small and medium-sized businesses accelerate revenue growth. Our clients refer to their “customers,” as “clients.” So, we help them optimize their “Client Experience” to ensure a positive vibe is associated with the business or brand.
This process starts with mapping out the experience that a client has with your business into the stages that they go through. Let’s turn back to the taxi/Uber analogy and look at the steps involved to go out for a nice dinner.
| Stage |
Taxi |
Uber |
| Decision Point |
Should we just drive? I would like to have a couple of glasses of wine, but I am not sure we can make our reservation on time because the taxi is not reliable. |
Looks like an 8 minute wait for an Uber and a 14 minute drive to the restaurant. Perfect, we can relax at home a bit more and request the Uber so we arrive just in time. |
| Ride Request |
Call the taxi dispatch and request a ride from the person that actually may indeed be the most miserable person on earth. |
Push 2 or 3 buttons on my phone to select what kind of car I want (large, small, luxury). |
| The Wait |
Will the taxi ever get here? We are not going to make our reservation. |
See when the Uber will pull up at the house and go outside to get in the car. |
| The Ride |
If it comes, you get in the car, the cabbie rivals the dispatch person from a misery standpoint, it is dirty, smells bad, and there is some really weird propaganda on radio. |
Car is clean, I put my music on the radio, charge my phone, have a bottled water, and chit chat with the driver if I am so inclined (which I often am). |
| The Exit |
Pay, get change and try to figure out the tip OR, give a credit card, listen to the cabbie groan about having to take a credit card, sign, and leave. |
Get out of the car and I can tip the next day if I want. I can also split the charge easily with other riders. |
| Arrival |
Miss your reservation or need to apologize for being late. |
Walk in, sit down, and enjoy a great dinner. |
We are client experience geeks here at Convergo and we feel as though the starting point for creating the Client Experience is to map it out in a similar way that you see above (Decision, Ride Request, The Wait, etc).
There are 2 high-level reasons why you would want to do this:
- It provides a framework for differentiation and improvement.
- It helps to align your team.
Framework for Differentiation and Improvement
It is harder and harder to differentiate the products and services that you sell to your clients BUT it is very difficult to copy a client experience.
Mapping out the Client Experience provides a framework for differentiation and improvement. Breaking down the stages and making improvements to all of the stages provides a better result than trying to differentiate from a macro standpoint. It gives you specific moments in time to zero in on to begin optimizing.
Align Your Team
Let’s turn back to what I would assume to be the structure of a taxi business. I can only assume that an owner of a taxi business thinks of the different departments needed to run the cab company:
- Dispatch
- Drivers
- Vehicle maintenance
- Back office
Given the touch points noted above, it is hard for me to believe that there is any consideration given to how the client feels in any of these functions.
Sales, Marketing, and Operations traditionally exist in silos in many organizations in a similar way that these departments run a taxi business.
The big shift to Client Experience actually through the lens of the client allows you to think about:
- What the client needs to have a pleasant experience in each stage
- THEN, what is the role of Operations, Sales, and Marketing to facilitate that pleasant experience.
The taxi vs Uber discussion is a great example of how this all comes together. In closing, a couple of questions:
by Bill Poole | Jan 6, 2021 | Strategy
The Convergo Approach Series
Part 1: The Difference Between Convergo and a Marketing Agency
Part 2: A Strategic Approach
Part 3: The Lens of the Ideal Client Experience
Part 4: Sales and Marketing Integration
Part 5: Sales and Marketing Processes
Considering the experience that your prospects and clients have with your business is a very good lens to use when you’re deciding where to invest in sales and marketing. We call this the Ideal Client Experience. This process is two steps:
- Documenting your Ideal Client Profile: Ensuring the Ideal Client is clearly defined
- Mapping out your Ideal Client Experience: Looking at the entire experience that an Ideal Client has with your business.
Ideal Client Profile
Most clients that we work with have a good idea who their ideal client is. Ideal clients are those that can take advantage of everything you have to offer.
As we work through the workshop process, clients often realize that their definition of an ideal client may be too broad. This makes it very difficult to create effective messaging and content that will connect with your ideal clients and also very challenging to get on their radar. Here are a couple of helpful resources about your ideal client profile:
When the ideal client is further refined, the value proposition can often be improved. We recently worked with a financial services company on a Revenue Growth Plan. When we worked through clarifying their Ideal Client Profile, they had the lightbulb moment that our clients often experience.
Initially, they wanted to hire a marketing person to get more leads. Going through our process helped them realize that the quickest way to achieve revenue growth (which is their overall goal) was to expand their share of wallet with their existing clients. Interestingly, this shift in thinking helped them decide to leverage existing educational resources for their clients to better serve them.
In the end, the value proposition to their clients is improved, enabling them to sell more to their current client base instead of hiring a marketing person right out of the gate to generate more leads. The next step is to make an investment in a marketing person to leverage this enhanced value proposition. The result? More QUALIFIED leads that are aligned with their Ideal Client Profile.
A tight value proposition targeted at a well-defined ideal client is a must before executing on a marketing strategy whether you are using an agency or doing your own marketing.
Mapping Out Your Ideal Client Experience
Taking the time to map out the experience that your ideal client has with your business is a very valuable exercise. That experience begins when your ideal prospect has a problem that you might be able to help with and ends when they are enjoying all of your products and services. The documentation of each stage that your prospect/client goes through is what we call the Ideal Client Experience (or ICX). Here are a couple of considerations to keep in mind when mapping out this experience:
- Ensure you think about it from the lens of your client and not from your internal sales or delivery process. Thinking about how clients feel in each stage and the friction that they might experience is a great framework for improvement. This lens allows you to be more objective in considering a sales and marketing direction. It often brings operations into the equation as well as they obviously have a significant role in maximizing the client experience.
- Do not have any pre-dispositions as to where you can make the biggest impact. More on why below.
More often than not, businesses come to us thinking they need more top-funnel marketing leads to drive revenue growth. 2 thought-starter questions on this topic:
- How many of your clients actually fit your Ideal Client Profile (Read: They can take advantage of everything you offer)?
- What percentage of your ideal clients actually are enjoying all of the products and services that you offer? Follow up question: Why is your number so low?
Like the financial services company mentioned above, looking at the ideal client experience also helps prioritize where you can make the biggest impact the soonest. In addition, one significant advantage of looking at the ideal client experience to support your investment in sales and marketing is that it becomes a lot easier to measure than traditional marketing spend.
by Bill Poole | Jan 4, 2021 | Strategy
The Convergo Approach Series
Part 1: The Difference Between Convergo and a Marketing Agency
Part 2: A Strategic Approach
Part 3: The Lens of the Ideal Client Experience
Part 4: Sales and Marketing Integration
Part 5: Sales and Marketing Processes
There’s no better way to secure a long-lasting working relationship than by pursuing common goals. A good example of that concept in motion is a recent decision that I had to make my home look better. I previously contracted with someone to mow my lawn. I don’t particularly enjoy mowing lawns so I was initially happy with the fact that I didn’t have to. But over time, I became frustrated that my home did not look as good as it could.
In an effort to fix that, I decided to take a look at this decision a bit closer and realized that my goal was not just to have my lawn mowed, but to have a home that looked great on the outside without my having to worry about it.
In the end, I decided on a service provider that shared my goal of making my home look great. Sure it was more money, but they do a lot more and the results are much better!
At Convergo, it is not our goal to provide marketing services for you. It is our goal to help you reach your revenue goals. So, our engagements start with a Revenue Growth Plan that looks something like this:
- We align with your revenue goals and business/scorecard metrics.
- We define or refine your Ideal Client Profile.
- We map out your Ideal Client Experience- The experience that your Ideal Client has as they navigate with your business from the time they have a problem that you can help with to the time they are enjoying everything you can do for them.
- We develop a high-level roadmap around your Ideal Client Experience to achieve your goals.
Everything we do is centered on shared goals and metrics that ultimately impact your overall business revenue goals.
by Bill Poole | Dec 17, 2020 | Strategy
Marketing agencies help you execute a plan. Or, in the absence of a plan, they create pretty things for you like websites, videos, and brochures. Most of the time, this doesn’t have much to do with your sales team or your company goals.
Convergo helps you create the plan that integrates marketing and sales to drive revenue growth. Then, we coach your team to execute it inside your EOS meeting cadence.
It’s kind of like the last time that I made a decision to join a gym. I knew I had to make a decision because my gym membership at the time was expiring and working out is a key part of my life.
There were many different options to consider. Some gyms have more cardio equipment, others have more classes or free weights. Some are closer to me than others. Although there are a lot of differentiators, comparing traditional gyms is basically an apples-to-apples comparison.
Another option that surfaced was to join a Comprehensive Health Club. In addition to having all of the different amenities that the different gyms offered, health consulting was also included. In addition to weights and cardio equipment, the Comprehensive Health Club offered wellness counseling which included things like nutrition and holistic health. When I compared it to the other gyms, this was clearly NOT an apples-to-apples comparison.
Many businesses in the B2B space contemplate their investment in marketing similarly to the initial road I went down to join a gym for one of two primary reasons:
- They know they need to make some sort of investment in marketing. Many times, they don’t know who or what they want, but they know they need to invest.
- They are frustrated with their current marketing agency because they are not providing them with enough leads. They struggle to justify their investment in the agency given the complicated metrics that the agency provides for them because they are not tied to the goals of the company.
The decision to invest in a marketing agency is similar to my initial decision to join a gym. What I want is to live a long, healthy, enjoyable life. Similarly, the end goal with making an investment in marketing is to have healthy and sustainable revenue growth.
When they get to know what we do at Convergo in contrast to a marketing agency, they quickly realize that they are looking at an apples-to-oranges decision. At Convergo, we approach things very differently than marketing agencies do. Four primary differences in our approach are:
- A Strategic Approach: We are metric-driven and start with the revenue goals of the organization
- The Lens of the Ideal Client Experience: We look at the entire client experience, not just the top of the funnel.
- Sales Integration: We believe marketing and sales should be aligned and working together.
- Sales and Marketing Processes: We implement documented sales and marketing processes, creating infrastructure inside your business to support long-term revenue growth.
We detail each of these 4 differentiators in this blog series.
Part 1: The Difference Between Convergo and a Marketing Agency
Part 2: A Strategic Approach
Part 3: The Lens of the Ideal Client Experience
Part 4: Sales and Marketing Integration
Part 5: Sales and Marketing Processes
by Lisa Dalton | Nov 25, 2020 | Strategy
You may be asking yourself why you should stop and align with your team before you get going on quarterly projects. This is a great question! Your people are the heart and soul of your organization and projects. When starting any new project or initiating any change, your team will have questions like:
- Why the organization is undertaking a Revenue Growth Plan and how does it relate to them?
- What is the objective of the project?
- What is my role?
- What is going to change for me and my other teammates?
- What do I need to do?
- How much time will it take?
If your team doesn’t have answers to these questions, the projects in the quarterly sprints won’t be as effective, smooth or timely. Additionally, without understanding their role within the process, your team may not fully adopt the change being made
We want to make sure whatever changes are made fit into your organization. To meet the overall objective of growing revenue and aligning sales and marketing, we need to understand how changes will affect people, process, tools and messaging so we can grow.
by Bill Poole | Oct 13, 2020 | Strategy
We are in the business of helping EOS® companies grow revenue. Over half of the businesses that come to us with that goal in mind are wanting to do so by generating more leads.
As we work with clients to develop an initial Revenue Growth Plan, it typically becomes clear that the quickest way to move the needle on revenue growth is by focusing on their clients, not on generating new leads.
Compare this to the process of dating. There are two primary outcomes for a single person to date:
- Long term: To find a long-term partner to share their life with
- Short term: Sharing time with different people that may have different interests and perspectives, but without needing to share the same long-term goal
Having spent my adult life on both sides of this coin, I see that both have their merits. I enjoyed the process of dating itself, and I am now happily married. If you’re looking for a long-term partner in life, it is important to find someone with that same goal in mind and it’s even more important to find someone that shares the same vision as to what a long-term partner in life really is. This is not as important for those that are just looking to enjoy dating.
In the interest of self-awareness, it is valuable for the dater to begin with the end in mind and know which one of these outcomes they are pursuing when they are dating.
So how does dating relate to revenue growth? The leads are like dates. Are you looking for leads for the sake of dating, or are you looking for leads that share your vision of what a long-term relationship with a client is like? If you’re trying to build a sustainable business, the long-term approach makes a lot more sense; it’s a lot less expensive and a lot more fun. According to Bain & Company, a 5% increase in retention results in a 25-95% increase in profitability.
In our Revenue Growth Workshops, we help our clients look at the entire experience that a prospect or client has with their business — from the time the prospect knows they have a problem to the time that they become a client and are enjoying all of the services and solutions that our clients have to offer them. Businesses that initially think they need more leads typically realize that:
- The most efficient way to grow revenue is to look at increasing their value to their current client base
- The experience that they are introducing leads into is not optimized to win, retain, and scale efficiently.
Prioritizing what to do first is a very important decision. If you decide that you want to start bringing in more leads before you optimize the whole experience that they will go through, it can be very expensive and frustrating in the long run.
More often than not, we end up helping clients improve the experience that their current customers have with their business before looking to generate more top-of-funnel leads. Once the client experience is improved and optimized, not only can you generate more business from those current clients, but you’re also ready to close and retain the leads that you bring in.
Back to the dating analogy, if you are pursuing a long term partner, but don’t have a good vision as to what life looks like in that scenario, it might be difficult to find the right partner, and even more challenging to achieve long-term happiness.
