{"id":17250,"date":"2018-05-22T11:00:13","date_gmt":"2018-05-22T16:00:13","guid":{"rendered":"https:\/\/www.rocksdigital.com\/?p=17250"},"modified":"2024-05-09T12:46:02","modified_gmt":"2024-05-09T17:46:02","slug":"customer-journey-app","status":"publish","type":"post","link":"https:\/\/www.rocksdigital.com\/customer-journey-app\/","title":{"rendered":"My Customer Journey: From App to Website to Phone to Yay!"},"content":{"rendered":"<figure id=\"attachment_11447\" aria-describedby=\"caption-attachment-11447\" style=\"width: 623px\" class=\"wp-caption alignnone\"><img fetchpriority=\"high\" decoding=\"async\" class=\"wp-image-11447 size-full\" src=\"https:\/\/www.rocksdigital.com\/wp-content\/uploads\/2016\/08\/customer-satisfaction.jpg\" alt=\"Customer Satisfaction Thermometer\" width=\"623\" height=\"540\" srcset=\"https:\/\/www.rocksdigital.com\/wp-content\/uploads\/2016\/08\/customer-satisfaction.jpg 623w, https:\/\/www.rocksdigital.com\/wp-content\/uploads\/2016\/08\/customer-satisfaction-300x260.jpg 300w\" sizes=\"(max-width: 623px) 100vw, 623px\" \/><figcaption id=\"caption-attachment-11447\" class=\"wp-caption-text\">iQoncept\/Shutterstock.com<\/figcaption><\/figure>\n<p>Let\u2019s go on a little <a href=\"https:\/\/www.rocksdigital.com\/driving-customer-journey\/\">customer journey<\/a>, and here\u2019s how it starts: We recently moved. You know how you end up realizing you have a lot of junk that you don\u2019t want or need\u00a0\u2013\u00a0but it\u2019s way too much to fit in one trash can? (Or two, or three, or four?) Yep, that\u2019s what happened with us.<\/p>\n<p>So with all this stuff and no easy way to get rid of it by ourselves, I turned to the smartest friend I have\u00a0\u2013 my smartphone.<\/p>\n<h2>The Customer Journey? There\u2019s an App for That!<\/h2>\n<p>I actually had a home services app on my phone already. A few years back, I\u2019d downloaded it for the very same reason \u2013 trying to get rid of our junk\u00a0\u2013 but never followed up on it.<\/p>\n<p>But this time we were serious. So I posted my project, and got a bunch of automated estimates back in minutes. (Ten estimates, to be precise.)<\/p>\n<p>Some were suspiciously low. And one guy\u2019s estimate was more than twice the price of most of the cheaper companies.<\/p>\n<p><span class=\"callout\">Digging Deeper<\/span><\/p>\n<p>Next step? Posting a follow-up note with a complete list of everything that had to go. Three of the companies responded with follow-up questions, automatically jumping to the top of the list of contenders.<\/p>\n<p>Then I read the reviews. Only one company had more than 10 reviews, and in fact actually had <em>94\u00a0<\/em>reviews\u2026 which were all 5-star.<\/p>\n<p>Now usually, I\u2019m \u00a0a skeptical marketing guy \u2013\u00a0and that sounded REALLY fishy. But I scrolled through them, and they all seemed legit.<\/p>\n<p>So off to their website for more info!<\/p>\n<p><span class=\"callout\">The All-Important Website<\/span><\/p>\n<p>I made my way to the top contender\u2019s <a href=\"https:\/\/www.advicelocal.com\/blog\/mobile-friendly-or-mobile-first\/\" target=\"_blank\" rel=\"noopener noreferrer\">website<\/a>, and learned the following things:<\/p>\n<ul>\n<li>It was a nationwide franchise. And the overall experience on their site screamed <em>trustworthy<\/em>.<\/li>\n<li>They had a pretty cool tagline, and even a well-written mission statement. (Passing the \u201chypercritical writer\u201d test.)<\/li>\n<li>That mission statement was all about how they do their best to donate and\/or recycle anything that\u2019s usable. We had several older appliances that I\u2019m sure could have been repaired and put to use. (We didn\u2019t want to deal with the hassle of selling them.)<\/li>\n<\/ul>\n<p><span class=\"callout\">Call Me, Maybe<\/span><\/p>\n<p>And then the almost-unthinkable happened&#8230; the franchise owner called me on the phone.<\/p>\n<p>An old-school phone call,\u00a0in which he was friendly, asked the right questions, and basically gave me the <em>I will do what it takes to earn your business<\/em>line. (Which in this case worked well.)<\/p>\n<p>When I saw that his last response on the app had been sent after 8:00 p.m., I asked if he was a night owl like me. He said <em>sure<\/em>, and that if I had any questions at night, to feel free to text him.<\/p>\n<p><span class=\"callout\">My Final Decision and Our Experience<\/span><\/p>\n<p>So while the <a href=\"https:\/\/www.rocksdigital.com\/value-proposition-wifm\/\">Top Contender wasn\u2019t the cheapest, they won my business<\/a>. Yep, they earned the right to carry, pack, and dispose of my family\u2019s junk. (So lucky!)<\/p>\n<p>And he did a phenomenal job. Pete and his crew even came to our house TWICE\u00a0\u2013 once on Thursday to take the bigger appliances, and then on Friday for the official job. With no extra charges.<\/p>\n<h2>And that\u2019s How a Great Customer Journey is \u00a0Handled<\/h2>\n<p>So when considering your customer journey:<\/p>\n<ul>\n<li><strong>Be everywhere that prospects might find you. <\/strong>Make sure you\u2019re available via relevant apps. And that your website is user-friendly, well-branded, and up-to-date \u2013\u00a0and that you\u2019re well-reviewed on apps, websites, Yelp, Google, etc.<\/li>\n<li><strong>Be responsive.\u00a0<\/strong>Pete was <em>on it\u00a0<\/em>via the app, and then later via phone. Any time you make a <a href=\"https:\/\/www.rocksdigital.com\/online-customer-service-tips\/\">prospective customer feel important<\/a> and attended to, that\u2019s a great thing.<\/li>\n<li><strong>Be proactive. <\/strong>A simple phone call can be that personal touch that convinces a prospect to choose you. If it\u2019s not a phone call, maybe it\u2019s a personal email or direct mail, or even a personalized estimate and note and refrigerator magnet, and whatever else you can think of. (Maybe even a personalized estimate sent as a PDF?)<\/li>\n<li><strong>Go the proverbial extra mile. <\/strong>Whether it\u2019s online or offline, going above and beyond can make a world of difference in earning new business.<\/li>\n<\/ul>\n<p>Also&#8230; happy to share the company\u2019s name and info if you have a need for junk removal! (See? Positive word-of-mouth, created by a great online and offline experience!)<\/p>\n<div class='tm-tweet-clear'><\/div>\n<div class='tm-click-to-tweet'>\n<div class='tm-ctt-text'><a href='https:\/\/twitter.com\/share?text=My+Customer+Journey%3A+From+%23App+to+%23Website+to+Phone+to+Yay%21+by+%40HDRubin+%23RocksDigital&#038;url=https:\/\/www.rocksdigital.com\/customer-journey-app\/' target='_blank'>My Customer Journey: From #App to #Website to Phone to Yay! by @HDRubin #RocksDigital<\/a><\/div>\n<p><a href='https:\/\/twitter.com\/share?text=My+Customer+Journey%3A+From+%23App+to+%23Website+to+Phone+to+Yay%21+by+%40HDRubin+%23RocksDigital&#038;url=https:\/\/www.rocksdigital.com\/customer-journey-app\/' target='_blank' class='tm-ctt-btn'>Click To Tweet<\/a><\/p>\n<div class='tm-ctt-tip'><\/div>\n<\/div>\n<p><strong><em>Have you experienced \u00a0a great customer journey recently? Was it online, offline or both? Feel free to post in the comments. And please share this blog with your social networks if you found it interesting!<\/em><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Let\u2019s go on a little customer journey, and here\u2019s how it starts: We recently moved. You know how you end up realizing you have a lot of junk that you don\u2019t want or need\u00a0\u2013\u00a0but it\u2019s way too much to fit in one trash can? (Or two, or three, or four?) Yep, that\u2019s what happened with [&hellip;]<\/p>\n","protected":false},"author":60,"featured_media":11447,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[402],"tags":[],"class_list":["post-17250","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-branding"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>My Customer Journey: From App to Website to Phone to Yay!<\/title>\n<meta name=\"description\" content=\"Is your site taking your customers on a journey? 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