AGILERADIO AGR1.08 EXPERIENCING US - WILLIAM EASTMAN

Today's Show is based on AGR1.12 (Use Expectations for Your Offer). Over the next 30 minutes we continue to move from micro to macro. In the previous show we discussed what expectations the user has in how easy or friendly is consuming your offer. What is next? What is the overall experience of doing business with you.

AGILERAD.IO - "SOLUTIONS ON DEMAND IN THE PALM OF YOUR HAND"

INTRODUCTION
IBGR - the International Business Growth Radio is in alliance with Startuprad.io to share programming on our respective platforms.

agilerad.io is IBGR's new radcasting (radcast - live radio podcast) platform focused on global startups and early growth firms looking for fast and sustainable growth. 

the agilerad.io platform will bring IBGR's IP (Intellectual Property) and OnAir Talent (Hosts) weekly to the startuprad.io community in 30 minute segments. These same broadcasts can be heard live on Wednesday at 1 and 2pm EST (-5). All of our radcast have show notes and it can be found in the NOTE section on IBGR's website.

Key Issues - Owner Perspective

1. How do I understand (if I have current customers) or how do I predict and create (we haven't started selling) a complete positive experience?

What You Need to Know

• Customer Objectives for your Product/Service - how does it give them a competitive advantage or positive lifestyle image?
• Do you understand the Moments of Truth when the customer is evaluating your business?
• What are your Coffee Stains, those opportunities when the customer can form an opinion about your business?

What You Need to Do​

1. Review your process maps (if completed) by working backwards from the customer.
2. Document how the customer uses your product/service in terms of actual behavior.
3. From the customer's receipt of your product/service, who is the last person in your organization to touch it and what do they do.
4. Continue this process until you reach the sales person who puts in the order - sold.
5. Keep going, document the steps from the sale to the first touch with this customer understanding what information was shared.
6. Different map, different approach. Starting with this first marketing collateral, map each touch point the customer had with your organization.
7. Compare the two maps and combine into 1 value map.
8. For each of your internal steps create a SOP and Position Description.
9. For each external touchpoint ensure it is incorporated in the corresponding SOP and and included in Position Descriptions.

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