December, 6, 2016

Customer Experience Importance

How important is Customer Experience for you? Do you ever hit those milestones in life that sparks you to actually do something and take action?

Well, that recently happened to me.

I turned 30 this past year, and it hit me that I needed to start getting in better shape. So, naturally, I hired a personal trainer.

I met with him and came up with a plan for what my goals ultimately were and what we were trying to accomplish. I was pumped, but it was a completely new experience, so I was kind of nervous at the same time…mostly because I wasn’t sure what to expect. I had never hired a personal trainer before.

The anticipation was building. It came time for my first workout. I woke up that morning, got ready, and headed to the gym.

I was pumped to get started. I knew it was probably going to be brutal, but I was up for the challenge. I started the workout. It surprisingly wasn’t so bad….

Then, it hit me. I felt so out of it that I had to actually stop. I told my trainer that I wasn’t feeling so well, but wasn’t sure why. Was I really THAT out of shape?

He asked what I had eaten for breakfast. I went on to tell him that I hadn’t eaten breakfast at all.

There was a long pause.

“Well…you probably shouldn’t have done that,” said my trainer. He acted like I committed a sin for not eating breakfast before working out.

But guess what? It was all his fault.


Because how was I supposed to know that I was supposed to eat breakfast before working out? I told him I had never hired a personal trainer before, but it never dawned on him that I didn’t know something so simple…something that comes as second nature to him.

One thing entrepreneurs seem to forget is that we have control over crafting the entire experience that our customers have. From the time they even hear about us until the time they buy (and after), we have control.

And, we can use automation tools as part of architecting that entire experience.

Many people think of Infusionsoft, or automation in general, as limited to just marketing functions. When, in reality, that couldn’t be further from the truth.

If my personal trainer had sent out an automated pre-workout sequence leading up to my first day, then I would have known what to do and what not to do and would have shown up a lot more prepared for my workout. And, in turn, that would have helped me have a better first experience.

At SixthDivision we help businesses architect their entire customer experience. And, we do that through automation.

If you’re looking to revamp your customer experience (or what we refer to internally as your “client journey”), then we should have a conversation to see how we can help.

Posted by Brad Martineau

Word. My name is Brad Martineau (as you can see above…). Couple things you should know about me. I’m married with five kids, I love playing basketball, I’m addicted to fitted hats, and I’m pretty into the whole entrepreneur thing.

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