A business without processes is a bit like a body without a skeleton. Processes provide the framework for smooth business practice and of course growth. Most businesses have key processes that keep things running smoothly, and understanding these processes and how they interact with the customer journey is crucial to ensuring a positive customer experience. In this blog I shine a light on the importance of key business processes and how you can successfully implement them for good.
Do it for your clients and customers
We all want to provide a good customer experience, so taking time to map out your end-to-end customer journey is the first thing you need to do. By understanding each interaction in their journey, you can take steps or make adjustments to make sure the process behind that step is positive, helpful and as economical as can be. Loyal, repeat custom comes as a result so take the time to get this right.
Taking this time to carefully analyse your processes is a valuable exercise for three big reasons;
- it’ll give you a really clear understanding of your business processes
- it’ll help you identify areas where improvement is needed
- it will allow you to identify opportunities for expansion
Of course, once you start this process it can quickly become overwhelming – like opening a can of worms! And that’s why most business owners never start – or start then give up. The thought of dismantling your business and re-wiring everything from the ground up is daunting. At this point you may need the help of an external expert to guide you on the priorities for your business and manage the changes.
You know this needs to happen but you’re afraid of the upheaval?
Upheaval yes, that’s inevitable. What’s more of an upheaval is trying to do it all on your own and wasting money on the wrong decisions. My advice would be to work with a certified operations consultant who has extensive experience in this field. They will take time to understand your customers behaviour and align that to a set of detailed processes for you.
How could I help you?
Getting help with this could be the wisest investment you make for your business. My initial contact with clients is to implement the Strategic Mapping Method™ – a detailed excavation of all the projects (current and idea stages) underway in your business and the goals you are trying to achieve.
An outsider’s perspective can be the biggest gateway to achieving growth through business processes that align with and support your customer journey.
As an experienced operations consultant I understand that time is money, so having a timeframe to pin key actions and deliverables is always a good idea. My 90-day action plan helps my clients to focus on what really matters, clears the distractions and gives confidence that the right action is being taken to meet the direct needs of the business.
Accountability check in calls, on site visits and on-boarding sessions for your team should all come as standard with your external support. I offer these to all of my clients to help them get the results they need.
What next?
Defining, streamlining and executing your business processes to give your clients the best possible experience is fundamental for the growth of your business.
If you don’t know what your key processes are or if they are working correctly to benefit your customer journey, let’s have chat. My 1-2-1 BOSS strategy call is designed to get you focused and ready to take positive action. Book your call with me today.
