Thinking about a brainstorm meeting I was due to have with a new client, I decided I needed a good, old-fashioned flip chart. Something simple, something portable that looked vaguely professional. A quick google search uncovered a handful of supplier websites and I’d soon selected the product I wanted. So far so good.
Before making my purchase there was just one detail I needed to check…the size of the flip chart. I clicked a tab entitled ‘product information’ to find… well… not a lot really. The distinct lack of detail stopped me in my tracks. I was ready, credit card in hand, to complete the purchase but one crucial detail was missing.
Mildly irritated, I picked up the phone to the customer services team; at least the number was easy to find on their website. The call was answered promptly and I felt sure I was on my way to finalising my purchase. Not so. The operator could not find the information and promised to call back. Which, inevitably, she didn’t.
What a waste of some really quite good marketing. Google ads taking them right to the top of the rankings, an easy to navigate and clear website plus a responsive call centre…but without the right basic product information for me, the customer, all utterly fruitless.
Look at your customer journey from end to end, including all the small stuff. It could just mean the difference between as successful marketing campaign and one that falls at the final hurdle.