Picking up from last week’s post. Here’s the final step to keep your customers coming back.
Step #3: Track how well your business is delivering an excellent experience at each step.
Once the customer care and daily operation systems are in place, you or a team member needs to monitor them. Are you and your team consistently doing what you’ve set out to do with your systems? Unfortunately, if systems aren’t monitored, they often fall back to human variability and the consistency is lost. Once you’ve lost consistency, you’ve lost your key to bringing customers back again and again.
The bottom line is- to keep customers coming back for more- certain things must happen in a certain way every time for people to feel like they are getting the best possible experience and for them to trust that they will get that same optimal experience the next time. Your attention needs to be focused on creating and monitoring the systems to produce that outcome.