Let’s Talk Business: Planning YOUR Customer Experience
December 2, 2021 @ 12:00 pm - 1:00 pm
Today’s most successful businesses use Customer Experience Plans to create a customer-first culture that guides all of their business decisions. They recognized that customers continually assess how well their needs were being met, how easy they were to do business with, and how enjoyable they were to do business with. These successful businesses have aligned their products and services with a “customer-first” methodology, and the results are staggering. Companies that make every business decision based on their Customer Experience Program:
- typically spend less on marketing
- attract the right type of customer
- have fewer price-sensitive customers
- have more customers willing to try other products and services
The bottom line is, these businesses listened and adjusted to their ideal client’s needs, which in return attracted more ideal clients. Employees were empowered to identify opportunities to engage with customers to create memorable experiences aligned with the CX Programs goals, fostering deeper emotional connections between the customer and the brand. The results are staggering, as these businesses with a CX Program all increased customer loyalty, were more profitable, and reported improved employee happiness. Proving once again that it’s not what you do, but how you do it – that can make all the difference.
Brian believes that today’s small business owners are in a perfect position to take advantage of customer-first methodologies and grow their business. Brian will share the fundamentals for starting your successful Customer Experience Program. He will also share the eight stages of Customer Care that his own business uses within their Customer Experience Plan. By the end of the presentation, attendees will understand the importance of a CX Program and have a high-level understanding of the steps necessary to gain an advantage in their market.
Brian Rawlings is a native Washingtonian and is a father, husband, son, and philanthropist. Brian worked for Safran Morpho for nearly three decades, the leading biometrics and security company that provided forensic fingerprint and facial recognition systems to law enforcement agencies worldwide. As one of the first hires, Brian wore many hats as the business grew, leveraging diverse teams and technology to resolve the many challenges that growing companies encounter. A certified SixSigma Green Belt, he attributes much of his success to using LEAN practices to solve complex problems and being a better listener than a talker. In 2016, he and two long-time friends followed their passion for helping businesses that have outgrown their startup business tools and have the aptitude and appetite to grow into successful Stage Two businesses. They created a business management system called FOURA (think, serious upgrade to Quickbooks) and launched Fourasoft, LLC in Tumwater, WA. Fourasoft is a 100% referral business with 100% retention and has customers in Washington, Oregon, Idaho, Utah, and Illinois. Brian is an Advisory Board Member for the Customer Experience Certificate Program at Bellevue Colege’s Tombolo Institute. He and his wife Wendy have three adult children and like to spend time camping and hiking with their two dogs Maggie and Waffles.