Founder of It's Not Complicated, a membership site for online business owners. Expert on tools and processes to aide in back end operations of online businesses. Go to for client experience processes to create a WOW moment again and again.
Congrats on your fitness program! We could all use a little more motivation to stay active and healthy.
I'd say that building the right customer experience is also about building an awesome experience for you as the business owner. Your customers will feel your happiness or frustrations so happy you = happy clients.
You mentioned CRMs so I'll address that here. There are options all over the board and I often find business owners purchasing programs and tools they just don't need. There are even CRM solutions you can choose that are free or integrate with your inbox for even easier functionality. I'm all about simplicity and choosing free and easy over expensive and complicated.
After spending over a decade working on customer experience in everything from opera to weddings to digital businesses, I've developed a method I call The Humanpreneur Experience. For as awesome as the digital world is, it's important to consider the human element when we deal with our customers. After all, these are people, not just PayPal accounts.
If you want to work through The Humanpreneur Experience with me, I'd be happy to hop on a call with you.
Studying customer experience is fascinating, and one of my favorite parts of my work as a customer service strategist.
Zappos is one of my favorite examples of incredible customer service. They regularly upgrade orders to overnight shipping and they allow you to return shoes even after you've worn them.
Recently, I had a massage at a nice local spa. I was quite surprised to find a hand written card in my mailbox just two days later from the massage therapist. She thanked me for my business and let me know she looked forward to my next visit. I will only book with her from now on!
It's the little things, truly, that can make you stand out. The upgraded shipping and free returns (of worn shoes, even!) costs Zappos, sure. And the card from the spa took time and thought. But those things stand out in my mind and the minds of other customers.
If you'd like to dive deeper on this, I'd love to schedule a call. Thanks for the question!