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As the industry giants try to serve an exponentially growing consumer base, the race for custom experience appears to be over-shadowing customer-experience. What I find interesting is, how smaller and medium size businesses mimic customer-acquisition as done by their most successful counterparts. What may not be obvious to many is that, the strategies that helped Nokia, Vodafone, Apple, or Amazon to acquire millions of customers decades ago, may not be effective today.
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Customer Acquisition vs Customer Experience – fonada.com As the industry giants try to serve an exponentially growing consumer base, the race for custom experience appears to be over-shadowing customer-experience. What I find interesting is, how smaller and medium size businesses mimic customer-acquisition as done by their most successful counterparts. What may not be obvious to many is that, the strategies that helped Nokia, Vodafone, Apple, or Amazon to acquire millions of customers decades ago, may not be effective today. Large businesses have the resources available to accelerate customer-acquisition, yet the credit is often attributed to the quality of customer-experience. While customer-experience maintains the success of a company, acquiring new customers is, and will remain most critical to the survival of a business. And as a business owner, conversion is the first sign that you are doing something right. We need an open discussion about how SME's also, can automate customer-acquisition and increase conversion rates, while reducing the cost of the process. What should be automated and taken off the backs of your calling teams, are lead generation and lead scoring. This is because cold calling and customer service are still the most demanding aspects of growth and retention. If your advertising is decent and word of mouth has been favourable on your product, people will seek you out. When Amazon asks you for an OTP, it is understood that they most definitely have the resources to call you and verify if you are actually you, and how they can serve you best. Yet you are asked to verify yourself via a phone number using a One-Time-Password. Wrong numbers create a lot of noise in customer-acquisition and industry leaders have eliminated this issue by automating lead scoring; a well kept a secret of explosive consumer growth among larger brands. I have personally witnessed my own team’s struggle with lead quality and have spent significant funds to make the process easy for them. What finally worked was developing Qverifier and automating lead verification altogether. Advertising budgets are serious money, none of which should be spent on wrong numbers or missed digits. Qverifier eliminates the need for an SMS service provider or the need for a dedicated engineer to look after the customer sign-ups and their phone number verification; which is a double win for any business owner. Qverifier Essential is free to use and also gives paid subscription options
that help you auto-verify 500 new leads every month. It is exciting to let software do what it does best and have customer service teams actually service the customers. Automated lead generation and lead scoring is the most revolutionary aspect of customer verification upon first contact. Lead nurturing and retention, as I see it should be achieved by utilising the calling teams you already have. I invite you to let Qverifier look after your lead verification and let your people look after your customers. Regards Nitish
