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Beyond Customer Experience
How Healthy Is Your Base?
First, I’d like to thank you for taking the time to click on our blog. This entry is written specifically for those that are evaluating the health of their customer base and possibly asking one or all of the following questions: “Why are my customers disengaged? Why are they disloyal? Why do they not come back for more?” If that’s you, keep reading as I take you on a journey of human connection beyond the customer experience.
When you were a little child, do you remember the first time you told your parents or those you looked up to what you would be when you grew up? Remember how happy you were to express what you were feeling and do you remember how fearless you were to share it? I do. I remember as a little girl envisioning that one day I’d be in front of a crowd, and I’d be speaking to that crowd about something I was passionate about. At six years of age, I had no idea what motivational speaking or entrepreneurship were. I just knew that I wanted to give to others by taking the time to share and connect through conversation and innovation. I wanted to make a difference. But as I got older and life continued to happen, the six year old in me seemed quite far away and what I told myself I wanted to be was not yet my reality.
But then I met a special person...
I met a person who dared to make a human connection with me. I met a person that decided they would build more value if they simply took the time to get to know me for who I really was. Such a selfless act and understanding that everyone has more to them beyond the surface. So, as this person invested time in learning more, I too took time to reevaluate myself, who I had become and who I still wanted to be. I realized the goals I had at six years old were actually still there and that through our connection I had become empowered. That person had become more than just a person I knew, but someone who earned my trust, earned my loyalty, and made me feel like I could achieve anything.
Fast forward to now, I would come to deliver my first keynote in front of hundreds of business owners that too had known from just a little child they wanted to accomplish something great. In 2018, I would come to co-found and sit as CEO of ConservGeo, the United States’ first for-profit environmentally focused company which specializes in project finance and project consulting on a global scale.
So, let me ask you. How many of your clients have you made human connections with? Yes, you’ve improved the customer experience. Yes, you have invested in more tools and automation, but are your customers engaged? Do they trust you? Are they loyal and are they achieving the results they hoped for? If the answer is no to any one of those questions you have not invested enough time into finding out what lies beyond the surface.
What I challenge you to see is that improving the customer experience isn’t enough. If you truly want to see more engagement, increased loyalty, trust, and customer results you must train your people to make human connections with every client. The more connected your clients are the more value you will create: with studies showing that connected customers are two times more valuable than a customer who was simply satisfied with their experience. Customers want to not only have a great experience, they want to “feel” good about doing business with you. They want to be empowered, not just provided a service or product. They want to trust that you have their best interest in mind throughout their entire life-cycle. They genuinely desire a connection that can remind them of who they are and who they can become. As you evaluate your base in 2019, dare to be that special company who goes a step beyond customer experience and embarks on a journey of human connection.
Are You Evaluating A Technology Partner? As a founder, the most critical decisions I’ve made was determining which technology partners I would leverage to take a product or service to market and the impact that technology would have on revenue long term. Stay with me as I shed light on what I look for in technology partners today and how I determine their true value.
With an abundance of technology partners out there to choose from, deciding between technology A, B, or C can be somewhat complex. As a “rule of thumb,” cost is never my deciding factor. We’ve all heard the saying, “you get what you pay for” and that saying couldn’t be more accurate. Below I’ve listed my top three “must haves” in a technology partner today. Relevant Past Performance For those technology partners that service more than one vertical, this “must have” is especially important to me. I need to know that the technology has been successfully deployed and supported for my specific vertical. For this requirement, I …
Alexandria Ocasio-Cortez has made the news advocating for climate change and positioning legislation around her “Green New Deal.” Several states have also offered up legislation and mandates for the utilization of renewable energy. But what will it really take to get these technologies and renewable resources successfully funded and implemented? Here, I talk about the makings of a Great Green Deal and best practices Project Developers should have when seeking financing.
As CFO of ConservGeo I see no shortage of green deals, but are they great? Are they worth the time and effort it takes to secure financing so that the projects can be implemented? Most projects that cross my desk are not financeable for many reasons. For the projects that do past muster and ultimately move towards financial close, there are noticeable commonalities among them. They have the right Project Components... When submitting a green project for funding consideration, it is important for Project Developers to…
As an entrepreneur, one of the biggest lessons I’ve learned is that I simply could not do everything myself. It’s easy to think that you are the only one that understands your business or that you are the only one that can make it actually successful, but is that really true? Are you the only one that has what it takes to grow and scale your business? Is success only possible if you control every aspect of the business? You may feel like you are putting the fate of your business in the hands of a complete stranger, but the reality is it truly takes a village to build a successful company. Stay with me as I share why the act of trust facilitates growth and scalability. It started with your idea…Yes, your business started with your idea and your vision, but I am a firm believer that we naturally box ourselves in to what we envision. The benefit to having additional creatives around you, is the opportunity to gain perspective and expand one’s vision. …