[21-Day CX Challenge] #19 - Don't Just Go to Disney World

And why shouldn't you, Phil? You've put in a lot of work and achieved your goal. Nothing left to do now but celebrate.

When we make a conversion online, the feeling can be almost as euphoric.

Whether it's someone making a purchase from your ecommerce shop, paying an invoice online, or even just signing up for your mailing list, it's easy to consider it the conclusion of a job well done and start metaphorically packing for Disney World.

And hey -- if you want to celebrate every time you convert a customer or lead, I'm not here to discourage it. We all should celebrate our successes.

But don't only celebrate, because there's still work to be done.

In fact, your customer's journey may just be starting, and the next micro-moment is one of the most critical.

Today's Mission

Today we're going back undercover to see things from your customer's point of view.

First, choose a conversion method. This could be:

Making a purchase from your website
Subscribing to your email list
Filling out an inquiry or application form
Or more -- I bet you've already got just the thing in mind.

Then, actually go through the experience of converting.

When you've done so... what happens next?

Are you taken to a 'thank you' page, or do you just get a vague confirmation message?

Are you provided with additional ways to engage and any sort of explanation of next steps to help set expectations, or are you just left to guess?

Put yourself in the shoes of the customer and really consider how this moment makes you feel.

In that micro-moment after you've converted, do you (as the customer) feel as cared about as you did before you converted?

If there are any small ways in which you feel uncared for, or like you don't know what to expect next, consider what could be done to improve.

Once that's done and you know your new conversions are getting a great micro-moment after... well then it's time to put those mouse ears on!

Digging Deeper: