Improving our Client’s Journey at Fourlane

This year, our CEO tasked us with improving our Client Journey here at Fourlane. We have had many ‘tweaks’ to that journey recently given current world events and just identifying how we interact with our clients.

Although we all recognized the need for a consistent client journey, I never really thought about it from the perspective of the client.

Yesterday that all changed for me. One of our new clients requested a meeting with our CMO, he wanted to talk marketing strategy.

My Experience

This client then told us exactly how he found us, from the first internet search right through to entering into project phase with our company. He showcased each individual ‘touch’ that happened during his journey to become a client.  He remembered everyone’s name who he had worked with from the first phone call right through to his current team here at Fourlane that is working with his company.

During this conversation, the light bulb went off for me. Our Clients really do benefit from the very first internet search, all the way through to the first phone call and getting on-boarded to a service engagement, based on the effort that has been put forth this year by the team at Fourlane.

The Takeaway

Sometimes in business, we work on things within our company and never see the impact. I applaud our client for letting us know yesterday that our internal work has paid off in their personal experience with us. It was a refreshing conversation, but also very enlightening for me personally. This client took the time out of their day to tell us ‘what worked’ for them, and during the conversation, I RECOGNIZED our internal client journey work that we have worked so very hard on.

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