In this Expert Insight Interview, Anne Hill discusses how you can identify what’s working and not working in your business. Anne Hill runs Hilltop Virtual Solutions, and she wants to help you take control of your company’s backend again.
This Expert Insight Interview discusses:
- The six pillars of operation for any business
- The importance of consistency in the customer experience
- How minor tweaks can make a big difference
When first working with a new business, Anne walks through a strategic planning session with them. The goal of this session is to dive into the company as a whole before focusing on the backend and operation side of things specifically.
She breaks businesses into six pillars: financial steadiness, visibility, product development, operations, team growth, and customer/client experience. Each company can have things that are working or not working in each of these areas.
Consistency Is Key
People want to have a red-carpet experience for their clients, but the customer journey they want to take the client through typically doesn’t consistently happen. Sometimes people tend to overlook the fact that the customer experience needs to be looked at from a holistic perspective, not just focusing on the part that works.
A company can have a tremendous pre-sale experience or a fantastic sale experience, but perhaps not great onboarding or implementation. So, what people tend to miss is how much the consistency and totality of the experience matter.
Small Steps, Big Changes
If you do project-based work or deliver a service, there may come the point when you switch your area of focus, leaving the customer feeling a little abandoned or vulnerable. Your customers may feel that the purchase of the product or service is no longer justified. A well-thought-out offboarding experience can go a long way towards mitigating this problem, and it often tends to get overlooked.
This shows that all the different pillars of successful operation are intertwined, but there are aspects of them that can make a big difference. Fixing how the backend of your business works doesn’t always have to be a huge undertaking; it can be a minor tweak that produces excellent results.
John is the Amazon bestselling author of Winning the Battle for Sales: Lessons on Closing Every Deal from the World’s Greatest Military Victories and Social Upheaval: How to Win at Social Selling. A globally acknowledged Sales & Marketing thought leader, speaker, and strategist. He is CSMO at Pipeliner CRM. In his spare time, John is an avid Martial Artist.