91: Creating an exceptional customer experience

In this episode, I am talking about how to create an exceptional customer experience and how tools like CRM systems can help elevate your customer experience, especially for small business owners and solopreneurs.

I discuss key aspects of selecting the right tool for your business, including the importance of identifying your needs, seeking automation features, and the advantages of choosing scalable and simple solutions. 

I also share my own personal journey with various CRMs and why these tools are indispensable for managing client interactions, streamlining workflows, and ensuring future growth.

Throughout this episode, I also talk about how the right CRM can alleviate that stress, helping you to save time and focus on what truly matters - nurturing your customer relationships. Plus, for those who are just starting out or looking to refine their approach, I’ll offer insights into finding cost-effective solutions that fit your specific needs and budget.

Don't miss out on this episode packed with practical tips and personal experiences to help you create an exceptional customer experience. And remember, there’s no one-size-fits-all solution, so stay tuned to find the perfect CRM to support your journey.

Be sure to visit my new website, www.karen-davies.com, for more resources, and join our membership to gain access to exclusive content designed to help you thrive in your online business. Let's dive in!

Transcript

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Hello and welcome to the Digit Lee She Does It Show. This is episode 91, and in today's episode, I'm going to be talking about how to create an exceptional customer experience right from the get-go. So let's jump right in and let's get started. Welcome to the digitally she does it show. I'm your host Karen and I'm here to lift the lid on what it actually takes to create a successful business. If you are an ambitious creative ready to build a business on your own terms and without compromise, then this podcast is perfect for you. With my award-winning approach to marketing and expert knowledge in creating online courses, this show will leave you feeling inspired, energized, and ready to bring those big dreams to life. Join me each week for a dose of motivation and marketing know-how, along with actionable step-by-step strategies to help you accelerate your businesses' growth. So let's dive in and don't forget to subscribe to all my upcoming episodes which drop every Wednesday. As I said, this is something I've been thinking about for a while because my business has changed, and as a consequence of I and the way I feel about my business as well, and what I want my business to be and what I want to get from it. So I launched my business Pink Lemon back in 2017, and at that time it was a branding studio where I'd help clients with their branding and their websites and all the marketing design and all of all of that good stuff. But of course, over the past four years, my focus has been within the online course space and selling digital products. I love this space, it's a really interesting, dynamic space, but I think it's also a space where personal brands matter. People are buying into the person, not the business, and because of that, I've decided to kind of show up more in my personal brand than talking about my business, which is pink lemon. So I've been kind of doing all of the things behind the scene to move it over. Now, one of the changes that has happened is in my little corner of the internet, my website. So in previous episodes, I would encourage you to head over to my Pink Lemon website to go access the freebies and the digital creators hub and everything that I have to offer. That is now no more. Pink Lemon website is no more. It is in fact my business name, which is Karen Davies. So my new website is www.carin davies.com. That's d-avie s dot com. Um, this change alone has felt quite significant because I suppose it's part of my evolution as an entrepreneur, and going into what are we, 2024, so it just felt like the right time. So I officially launched Karen Davies on the 1st of September uh this year, which is very apt because Pink Lemon was launched on the 1st of September 2017, so it felt like it was the right thing to do. Um, but I wanted to update you, my listeners, because if you access any of my archived episodes in my library and I have 90 episodes to go and listen to, I will um encourage you to head over to Pink Lemon. There is a redirect on Pink Lemon, so if you do go and type it in, it will take you straight to KarenDavies.com. But I just really wanted to talk about this because this change is part of my own evolution, my own growth, and the fact that I'm now stepping into my personal brand and I'm owning it, it kind of represents where I am on my own journey, and of course, this podcast is all about the digital journey, and I am on my own path and my own journey as well. And I think change happens at all different stages of the um entrepreneurial journey, and this is mine. So I just wanted to really talk about this because it is significant, it's significant for me, it's gonna be significant in the way I show up and how I present the things that I present and really what my intentions are moving forward. So if you haven't and you're curious about what it is I do, how I can help, and all of the free resources that I have available for you to download, then please do head over to my new website www.carin Davies.com and go and check it out because I've been working hard on it, I'm really proud of it, and there's a lot there that will help you to get started on your own digital journey. So back to today's episode, and today I want to talk about something that again I've been personally working on, and I think this is because of the shift that I'm making. Part of the shift is looking at how I'm running my business, how I am systemizing what I'm doing, and the tools that I have in place that support me with that. I only have like anyone, I only have a limited amount of hours in the day, and I can't do everything, so I need the right tools in place to support me. And one of these tools that I have been looking at, and honestly, I've spent so much time looking into it, is my CRM, my customer relationship manager. Now, I have been using a CRM for probably near on three years. I started using a platform called Dupsado, and for a while I enjoyed using it, but last year, I think it was, or maybe it was about 18 months ago, something happened and it made me question whether Dubsado was the right platform for me. And so, what I then decided to do was move to another platform called Indie CRM, which is a lighter version of Dubsado. Um, it has a lot of the features, but what it allowed me to do was for my creative projects, be able to manage them in a really effective way, and the other thing was that I really liked the indie interface, whereas with Dupsado, there was just something about it I found it heavy and I found found it clunky as well, so that's why I moved over to Indie. But I've recently had an email from Indie to say that they are putting the prices up because I think I went in at like a founding member price, and I was happy to pay that because I thought what I was getting was more was reasonable, it has less features than Dubsado, but I thought, well, that's absolutely fine because I don't need that whole all singing, all dancing, but now they've decided to put their prices up in line with Dubsado, and it's made me question whether or not it's the right platform for me. Because what I've also realized is that when I did start using Dub Sardo, I was in a completely different place. I was very project-led, and the business that I had at that point was very different, it was very much client-focused and sending briefs out and proposals and contracts and all of that good stuff. And so Dubsado in Ethan Indy supported me with that, but where I am right now is slightly different. My business is more online, and I have different revenue streams that I've built up, and I whilst I still take on the odd creative project, the way that I approach my business now is of course very different, and so my needs have changed, and therefore what I require from a CRM has changed as well. So I just wanted to really talk about this because interestingly, I had conversations this week whilst I was going through the research of looking at what it was that I wanted and what solutions are out there. I was having conversations with some really close business friends that I speak to on a regular basis, and the topic of CRMs came up, and I was really surprised to learn that they did not have a CRM in place. So, whatever solution I've gone to, it has really supported me and helped me at that point in my journey. So I was really surprised to learn that colleagues that are quite far in their business, they've been in their business for quite a long time, do not have a CRM solution, and that they prefer to take a more manual approach to the way they manage their contacts and their relationships with their clients. So I found that really interesting because I suspect that a lot of small business owners out there building their businesses are most likely in the same position where maybe they are taking on clients and they're selling products and they're doing all the things, but maybe this is something that doesn't exist in their world at the moment. But the thing about CRMs, or the thing that I've really come to rely on, is how it actually supports me at every stage of that customer journey, and what I really liked about both the Psardo Nindy is that right from the get-go, I can set up systems and processes that support me in managing those relationships because I feel at the beginning of that journey of working with somebody, or even at the stage where they're reaching out and they're in that prospective um mode, aren't they? They're they're thinking about what you do, whether they need what you do, and whether you're the right person for them. So I I feel like at that point you need to be in a position where you can sort of almost set the precedence of what it is that they can then come to expect from you. So as soon as they make an inquiry, you have an email that's ready to go, then you have a proposal. Once they sign the proposal digitally, because you want that digital stamp, then you have the contract that's ready to go. Once they've signed the contract, maybe you want to automatically send them an invoice because maybe you're requiring an upfront payment, or maybe they're paying for something in full. Then, once they've paid that payment in full, then you may want to send out a client on board inform, and then once they've filled in that client on board inform, you have all of this information about the person that you're going to be working with, and also you'll know what the project is, the budget, the time frame, their requirements, so that you can manage those expectations, and so that processor alone in the early stages of building that relationship with a new customer is really important, and I don't think it really matters whether you have a service-based business, um, you are a coach, maybe, um, where you are delivering coaching, or you're a product-based business, or even you're a digital business. I don't think it really matters. I think those first touch points where somebody comes into your world and they start to communicate with you, I feel needs to be systemized in a way that reflects you, your business, and of course your brand. Now, of course, I know that for people that have this sort of fear fear of tech, a CRM can probably seem really scary and very grown up as well. I don't know if you've ever been online and you've come across HubSpot and the way they are constantly marketing their CRM system, it looks like a beast. It looks very inclusive of everything. So you've got the CRM, you've got the marketing, you've got everything and the kitchen sink in this solution, and for a small micro business or a solopreneur, that can feel very daunting, overwhelming, and you know, you probably do want to push it away because you don't want to adopt it, because of course there's a there's a learning curve that's involved, and let's face it, most people are completely time poor, always chasing time, and so the thought of having to sit and test out CRMs is probably the last thing that people want to do, and I get that, and I feel exactly the same. I honestly I have spent this week on Monday this week, I spent more or less the entire day looking at CRM solutions because the the tool that I want to adopt, I want it to be the thing. I do not want to change again, it takes way too much time, there's way too much of a steep learning curve that I have to master in order to get the system up and working, and also I want it to be something that I can grow into because the thing about Indie, even though one of the driving forces of me leaving that platform is the fact that they're increasing their prices, I can't grow into it anymore because I've used all the features that really are relevant to me, and the features that I need, they don't have, so I don't want to be in a position going forward that I'm gonna have to go and learn another system. I want to find the right system now, adopt it, integrate it into my business, learn it for what I need it to do, and then grow into it as I scale. And I think that's a really important thing to think about when you are choosing your CRM system. So, for those of you that maybe are new to CRMs, maybe you I'm obviously explaining my experience, but maybe you're thinking I don't even know what a CRM is. CRM systems, customer relationship management systems, that their job is to streamline your business, and I see it as being the engine, really, because when you come into contact with customers, prospective customers, contacts, maybe you go networking and you meet people, it is a platform that you can sort of add everything to. So somebody will come into your world, there'll be data around that person, so their website, obviously, their name, their address, all of the things that you'll need to have from them in order to be able to build that relationship, and all of that information goes into the CRM. And what a CRM allows you to do is kind of manage that relationship. So, what's great about it is that you can make notes on that person, you can sort of set that you know a really good CRM will have a pipeline. So if somebody comes into your world and they're inquiring and but you know that they are an opportunity to become a customer, you can map out that pipeline journey so that you can start to look at your pipeline and see what potential business you have in the pipeline, and that piece is really helpful, especially if you're like me and you do a lot of networking. So I um even though obviously my business is predominantly online because I teach online courses and and sell obviously products, I love going networking and I love meeting people and connecting, and so for me in my business, that piece is really really important. I can't just be a faceless business, I need to feel connected with people. I like having conversations and building relationships. It's why I launched my membership so that I can be there to serve people at that deeper level. So for me, uh my business is built around my relationships with my members, my customers, my clients. That's really important, and so what my CRM does it allows me to manage that those relationships, and whenever I send work out, I can feed the work through the system, so there's always that tracker as well, so I know what I've sent, when I've sent it, and whether a client has approved it, and whether they've paid their invoices, and if I'm up to date with my financials as well, so there's that piece to it as well. So a CRM in your business, regardless to the stage that you're at, can be a game changer. So there are a lot of solutions out there, probably, in all honesty, too many, and I feel like I've just gone through a period of try-and-emal, which is why on Monday I was just like enough already, um, I've had enough. There, there are way too many solutions. But I think if you are somebody that feels like maybe you're running your business, and there could be a better way at managing that customer journey so that you can kind of provide something that's more exceptional, because that's what we want to do from the right from the get-go, we want to create a process for whoever's coming into our world that is seamless and effective, and that feels aligned with who we are, but gives them the best experience as well. So if you are somebody that feels like something is missing and you are juggling a lot of clients, you can't manage those relationships in a way that you really would like to, then maybe it is time to look at adopting a CRM in your business. Now, there are some things to consider when you are looking at choosing a platform. Like anything, the first thing is you need to know your needs. And what I will say is that there are a lot of solutions out there on the market that are not the all singing all dancing. There are solutions like DePsado and Indy that cater for small freelance businesses or micro business owners, so there are solutions that are available at all different levels. So, first and foremost, I would encourage you to really identify what your needs are. The fact that I've been using a CRN for the best part of three years, I know exactly what I need, I know exactly what I don't need, and I know the features that I'm particularly looking for. So when I was looking on Monday and I was going through that process of checking these tools out, and a lot of these tools do give free seven-day, 14-day periods to try them. Um so when I was in there trying them, I knew exactly what I'd be looking for. So I think first and foremost, really identify what your needs are so that you can choose the best solution for you. My second tip is about looking for automation features as well. As small business owners, we can't do everything, there is way too many things that need to be done on a daily, weekly, monthly basis. So we need to look at automation because this can be a game changer. So, what I would Encourage you to do is look for a CRM that can automate repetitive tasks like follow-up emails, scheduling, even marketing campaigns if that's the thing that you've needed. This saves you time, but it also ensures that no customer is going to slip through the cracks when you're busy. And honestly, it's so easy to do, it's so easy to overlook doing something because we're focused on another thing. So a CRM, especially one that does provide that automation, will help you to be more on top of the things that you need to do. I think when you're onboarding new customers in your business, that initial stage is so important because you want to set the precedence of what to what is to come. And if they're not hearing from you and you're not sending them confirmations, and you don't have a seamless process in place, then that of course is going to go a long way to say you know how you work, and obviously, you do not want to be given that chaotic feel, you want it to be seamless. My third tip, and this is probably where I am, is you want to choose a scalable solution, even if you're small, think long term. What do you think you're going to need in the future? Because what you don't want to do is what I'm doing now, which is I'm going to be jumping solutions, I'm going to be moving over to a new platform because the platform I'm on is not scalable and it doesn't fit the business that I have now. So think about the future and what you're looking to achieve, where you want your business to go, and when you are looking at platforms, choose a platform that's going to support you with that. And then my fourth tip is really important. It's do not overcomplicate this. There are so many affordable and easy-to-use CRM systems out there. There are a lot of CRMs that are actually really low cost. The average price that I've noticed is around the $25 mark, which I don't think is overly expensive, especially for what it does and how powerful it can be in your business. But again, it's all about research, having a look at your needs, what you do need, and then finding a solution that's going to support you at where you are in your journey as well. If you are at a stage in your business where you think that you need a CRM and that you would like to look into some options, then check out Dub Sado, check out Indie, and the one platform that I've decided to move forward with is a platform called Bonsai. That's the CRM that I've decided to move ahead with because it seems to offer everything that I need, and I really like the interface as well and the user experience within the platform. I think that's really important. I think you have to like the tools that you're using, and they have to be intuitive and feel easy to use as well. So I've decided to move ahead with a platform called Bonsai, but but definitely re have a look at the other solutions because different solutions suit different people and their needs. So go and check them out and then let me know what you decide to go with because I'm always interested in learning how other people are running their businesses and what they have discovered that works for them. So do reach out to me on Instagram, Karen underscore digital coach and let me know how you're getting on. So before I wrap up today's episode, I just want to sort of leave you with a final thought that CRMs are not just for big businesses. If you are a small business owner or a solopreneur, you should 100% consider adopting one in your business because this is not only going to help you organize your customer interactions, but it's also going to improve that overall customer experience, and it's going to save you heaps of time. And with so many different CRM options out there, there will be a solution that will fit your needs no matter what stage of the business journey you're on. I hope this episode has helped. Thank you so much for tuning into today's episode. I hope you found this episode of value, and of course, please do feel free to share it with others who you may think will also benefit from listening to today's episode. If today's episode has sparked some inspiration and you want to find out more about building your presence online, then go and check out my new website www.carin davies.com where you'll find a treasure trove of free resources to kickstart your digital journey. And if you're ready to take that next step and you want to learn more about my all-inclusive membership, sell your brilliance online, which is designed to guide you through creating your very first online course with confidence and with ease, then head over to my website www.carin Davies.com forward slash membership for just £45 a month, which is less than a cup of coffee a day. You'll have everything you need to get your online course up and running in no time. And build that brand new revenue stream in your business that will be a game changer. I will, of course, be back next week with another episode, but until then, have a great week. I hope you enjoyed this episode of the Digitally She Does It Show. Don't forget to check out the show notes for all the links and resources mentioned in today's episode. New episodes drop every week on a Wednesday, so why not rate and subscribe so you never miss an episode? Thank you for tuning in today, and I will see you next time.