Spectra understands that when it comes down to it, brands that don’t spend time thinking about different ways to make sure their customers are satisfied will not be in the position to confidently say they will come back. It may sound pretty straightforward but being consistent in your work is something that is very powerful.
Companies today have various channels to be able to interact with customers. The so-called customer journey spans all components within a business, which include anything from buying a certain product to using it, or getting in touch with a customer service representative in case help is needed with the product. Another one can be making the decision to using a product for the first time. It is one thing finding a client; it is another being able to retain them for a long period of time. In order to find a new customer, these figures highly depend on the industry which can range anywhere from $5 to $500. These figures depend on the marketing efforts of companies.
It is surprising the amount of companies that cannot provide a consistent customer journey. With increasing multichannel and multitouch world, it is more important than ever to make sure your service is consistent. Another aspect that customers place a lot of importance on is the feeling of trust. That is the main driver of satisfaction and loyalty in most industries. When companies are consistent in their product and service, it is easier to be trustworthy. As this becomes the case, the secondary sentiment is customer loyalty. Some deciding factors on brands to keep doing business with are ones customers feel closest to and those that are most trustworthy.
In order for customers to know about your brand, there will have to be some marketing messages that would need to be shared and made. The way brands communicate with customers by making promises as well as promising to keep them says a lot about your brand. The consistency of these messages is key since a brand can promise lowest cost, they would have to deliver on this message over time.
To put this plan into motion, it is wise to take a journey-based approach. Think about the different ways customers come in contact with your brand and create teams that are responsible for the end-to-end customer journey. First focus on the most important touchpoints and keep an eye on your metrics. Then fix the areas where negative experiences are commonly found.
It is important for companies to get this all right as quickly as possible since those who are facing inconsistency in their customer service are using up needless resources without truly improving the customer journey.
When a customer at Spectra places an order for custom printed tape, an approval sheet would have to be filled out and signed off by the customer before it goes to the press. This ensures the customer is satisfied with the outcome of the process so far until the product is ready to be shipped off. Also any stock printed tape or carton sealing tape that does not meet the standards of customers can be returned.