Pimp My Dubsado Prelude The Customer Experience

The Customer Experience

Customer Service (CS) is transactional, meaning it's related to an action. Whether it's a customer trying to contact you through your website, purchase from you, or make a return, once that transaction is over, y'all are done with each other, until the next time. CS is definitely important, but it does not have to end here.

 

Customer Experience (CX) is ongoing. If you have worked on your brand messaging in terms of how you want your brand to be seen and received, often, how you go about that involves the Customer Experience. Now, whether you have worked on your brand messaging or not, what we're doing up in here up in here is outlining the CX. And by "we", I mean you AND me, because I need to make this official myself.

 

So yeah, if we do this right, our brand messaging and our CX will match up... check it:

 

Brand Message: to be known for attention to detail

CX (small scale): spelling and grammar check in your official communications

 

  • Copywriters are a hot commodity, especially for certain markets and industries... ones that are not serviced by 'mainstream', so I often check out those who promote themselves as writers because sometimes I am asked for referrals. I can't even begin to tell you the amount of times I have gone to look at a portfolio or website, or subscribed to a newsletter, and can barely make it through a paragraph because the errors interrupted the message. I know this social media age will have you thinking that spelling and grammar no longer matter, but baby, let me tell you... if you want me (or anyone else for that matter) to spend 4 figures or more with you, it would behoove you to be good - at minimum - at the thing you are selling.

 

Brand Message: to be known for making customers feel valued

CX (small scale): customizing canned emails or communication, where the prospect, client or subscriber is addressed by their name and made to feel that the message was made just for them.

 

  • It always conmuses me (I'm confused and amused ATSDT) when marketing experts send out an email newsletter that addresses 'everyone'. If you are preaching that I am supposed to 'talk' to my client avatar, i.e. one person, then why would you use "hey yall" as an opening? Small, but significant, detail that, when repeated and/or compounded with other little missed details, chips at customer/audience trust.

The key to crafting a great CX, is to define what that means for you and your client/customer base.


Lesson Activity

  • List 3 things you want your brand to be known for
  • Brainstorm 3 things for each of the items in #1 that you can do to encourage and support those items

4 Lessons

Prelude

Come on in and have a look around. This module contains some of the things that will help you on your Dubsado mastery journey.

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