The First Step to Overcome Your Competition

1st June 2017

It’s disconcerting when your competitors increase.  

Having confidence that your customer experience is strong will help alleviate your concerns. I shared tips on enhancing this area last month.

Your customer experience begins with the first contact with your business.
 
You can encourage potential new customers to contact you via your website and so on, but if their experience of contacting you for the first time is poor, they are less likely to become a customer.  
 
So a strong first impression gives you the best chance of someone choosing your business as opposed to a competitor. I recommend you see the arrival of a new competitor as an opportunity to look at this point of contact. 
 
Ask someone you trust to contact your business posing as a potential new customer, both by email and phone.
 
Crucially, ask them to let you know how these experiences made them feel. Did they feel encouraged to become a customer of your business?
 
A potential customer decides whether or not to choose your business as a result of this experience. So make sure the impression given is the best that it can be.
 
It pays to ask someone who is experienced in this area to carry out this exercise for you. That way, you’ll get some useful results which will highlight where your first impression is strong and how you can make it better.

 

Dee Gerrish

Business Consultant

dee.gerrish@cvag.co.uk