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Can’t see the wood for the trees?

I recently decided to go out and buy myself a new Karcher pressure washer after my last one gave up the ghost.

I did have all the best intentions of trying to fix it myself. But after a bit of Googling, taking it apart (which was fun) and realising that I’d have to buy and try many, many replacement parts, it would be a waste of time and effort. And even if I could find the problem, what’s to say that another bit might just let go. Back to square one. It had come to the end of its life!

Back to Googling then, for the replacement.

Karcher K4 Full Control.  Here’s the good thing about my new purchase – apart from blasting everything in its path, it was so easy to register, build and set-up. Why? Because somebody had given a great deal of thought for the customer. Once I’d opened the box, right on the top inside the box was a big QR code saying scan me first. So I did just that. It took me straight to the landing page to register all my details. It then took me to the videos and animations to show me how to build it pull it all together. It was just a great way of kind of getting me engaged straight away. There was a printed guide too, so they’d also considered those who may not be that tech savvy.

Out of the box thinking (literally)

It was a really good and clever touchpoint. I literally open the box and get started. I used to think that QR codes were old hat, but given that you no longer need to download an app to read them, it’s quite a good idea.

Someone at Karcher has clearly thought about this from the customer’s perspective. How can we get our customers up and running with minimum effort. And on the flip side it no doubt will cut down calls into customer service too. Clever.

Here’s a question for you. How can you make life easier for your clients? If you look at the systems and processes you have in your business, are you doing everything you can do? Could you make some improvements? Or are you one of these people who can’t see the wood for the trees?

You’re not alone

The saying, ‘can’t see the wood for the trees’ is something that has come up a few times over the past few months when we’ve been chatting to clients and prospects. Too busy to take a step back. Not spotting the simple things that could make a difference.

It’s one of the reasons why we developed our Touchpoint Programme. Plug the gaps. Find those missing opportunities. A logical process which allows you to map out your customer journey and identify all of your customer touchpoints. Even if you think you’ve got it all nailed, our Touchpoint can be used to double check everything so nothing’s missed.

Things to think about

Here are a few suggestions of things to think about when it comes to your touchpoints.

  • Do you know who all your customers are?
  • Do you know all the steps they have to go through when they engage with you?
  • Do you make it as easy as possible for them?
  • What could you be doing better?
  • Are you consistent across everything you do?

Here’s the thing, taking the time to review all your touchpoints is a well worth exercise. Put some time in your diary to do it – and stick to it! You won’t regret it.

And you never know, you too might be able to see the wood.

If you want to know more about our Touchpoints then you can download our guide; Top ten touchpoints to increase the lifetime value of your customer.

We’ve worked with

HITACHI
Heating Style
Thrive Law
Dataiku
Robinson Ralph