As we head into 2018, I’m thinking a lot about our customers and how we can serve them.
It’s tempting to spend most of our team thinking about acquiring new customers. But I believe the secret sauce is serving new clients well. It’s not just about getting people to buy something, it’s about helping them find success with what they bought. It’s about making them glad they are a part of the family.
With this in mind, I’m thinking through what we want new members to know or feel.
Here’s my list.
- I want new members to know what is available to them as new members. We’re a content company, with a ton of insanely practical content. And while I am deeply familiar with everything that’s there, a new customer could be easily overwhelmed with all the information.
- In 2018, we’re going to roadmap better and create clear starting points. We’re going to bring the “do this first” exercises front and center and help people take action quicker.
- I want new members to complete their one page ministry plan, send it to us, and get feedback. Every subscription and every product will have this one page plan and corresponding coaching. It’s foundational.
- I want people to experience a personal touch in a digital world. Since we started Church Fuel, we’ve tried to be available and accessible to our members. In 2018, I’m going to double down on this. We’re staffing up in this area so we can serve people in small but personal ways. I want our new customers to FEEL that we are with them and supporting them, not just get emails an videos. And a simple part of this is making sure they know who to talk to if they need help and support.
- Lastly, I would love to connect members to other members in their area. One of the big dreams for Church Fuel is to connect pastors and church leaders with each other. “You are not alone” is one of our guiding principles an we need to act on that.
What does your new customer on boarding process look like? What do you want new people to know, feel or do? I’d love to hear from you in the comments.