WE'RE A FULL SERVICE CREATIVE DESIGN AND DIGITAL AGENCY.
DESIGN. DEVELOP. DELIVER.

WE'RE A FULL SERVICE CREATIVE DESIGN AND DIGITAL AGENCY.
DESIGN. DEVELOP. DELIVER.

WE'RE A FULL SERVICE CREATIVE DESIGN AND DIGITAL AGENCY.
DESIGN. DEVELOP. DELIVER.

ARCHIVE POSTS


Most businesses would like to think they’re easy to buy from. However, if left unchecked, evolving business processes or communications can risk confusing or putting the customer off altogether.

It is worth taking time out to double-check that your business continues to offer an easy purchasing process for its customers. On an annual basis you must re-evaluate whether the following points remain clear, concise and user-friendly, from your customers’ perspectives:

  1. Marketing and sales communications – both printed and digital. Do they perform well on smartphones and tablets if your customer base is a heavy user of this technology? Are they easy to understand with clear calls to action?
  2. Sales enquiry points – whether it’s a phone line, web contact/booking/order form or email address, find out how easy and pleasant it is to use. How quickly does it respond to customers and how good it is at keeping them informed of the next steps?
  3. Sales team – how friendly, understanding and efficient are your sales team. Are they able to quickly understand the customer’s requirements and propose the right solution for this?
  4. Product/service delivery – is this professional, efficient and positively add to the process of buying from you?
  5. AfterSales support and billing – if your product/service lends itself to billing after delivery, check that your invoices are clear in the presentation of your fees. How often is the fee above what the customer is expecting? Few will want to experience unexpected and unwelcome surprises and so you should consider how you communicate any potential budget overruns earlier on in the sales process.

Also, consider whether the after sales support you offer encourages the customer to be pleased and reassured by their purchase? The more special they feel; the more likely they are to recommend you. Think of ways to use the goodwill after the purchase to subtly position add-ons or further products or services which complement their current purchase.


If you’d like more ideas on how to make it easy for customers to buy from you, please contact the Clever Marketing team.



With the arrival of the New Year, many businesses are looking ahead and planning how to make the next 12 months even bigger and better than the last. Whilst it is tempting to focus purely on new prospects, there is often much commercial benefit to be gained from your existing customers.

The Value of your Customer Base

Certainly, throughout 2014 you will want to ensure those customers continue favouring your business offering over others and maintain their levels of expenditure with you. Ideally, you will also want them to consider other aspects of your service or product range and increase the range they buy.

Uncovering your Customer Experience

The key to all this will be how good your customer experience is. This doesn’t just equate to the quality of your product or service, although that does have a major part to play. It also involves the pre- and post-sales interactions you deliver around your product/service. Each of these interactions needs to be positive and one your customers find comfortable, easy to understand and even enjoyable.

Test it out

To help you improve the customer experience you deliver, try it out for yourself or employ a mystery shopper specialist to test and report back to you. Where possible you should aim to simplify any complex messages, ease the process of buying from you and ensure the after-sales experience encourages customers to want to buy more.

Become invaluable

2014 will no doubt see people continuing to be busy and so the more you can make your customers’ lives easy and hassle-free, the more they’ll opt for your business offering over another’s. Clever Marketing has helped a number of firms identify gaps in their customer experience and have successfully tackled these to improve client loyalty, create greater awareness of the firms’ business offering and generate upselling opportunities.

If you’d like to learn more do get in touch with us on 020 3146 4341


























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