Have you stopped to consider just how many businesses are out there, similar to yours? (This may be an anxiety-producing thought…bear with us). What differentiates you from them? Hopefully, your answer is “my client experience!” But, some of you may be thinking – “uh oh, my client experience strategy is held together by duct tape.” Here’s what the duct-tape-strategy looks like from your client’s perspective:
- They don’t know what to expect from you, your company, or your product
- They’re being left in the dark, especially around timelines and deliverables
- They question the value they’re receiving from you
Yikes. We know you’d never want anyone to feel this way, much less your valued clients. But this reality is taking its toll on your business. Without that “wow!” factor, client referrals will be tough to come by. Your sales pipeline will be in a constant state of churn-and-burn, which is real tough on your marketing budget, too. Client experience is what creates consistent opportunities for a robust sales pipeline–through top-notch referrals and an easy marketing buzz–simply because you placed some extra “oomph” where it counts. In fact, 86% of customers are willing to pay more for a better experience (SuperOffice, 2021). Developing a great customer experience takes some creativity. It’s where your personality, values and mission come alive to communicate exactly who and what are, and what you can deliver.
Where are your competitive advantages? Look to where you’re unique. Perhaps you and your team are super innovative and flexible in product delivery – tell your clients about that. Hashtag, tweet it, and shout it from the rooftops if you have to. It’s not a shameless plug if it’s true. Better yet, ask your clients to share it for you, because they’re already aware and are ready to pay it forward on your behalf.
Consider nominating someone from your team to be responsible for overseeing your client’s journey through your organization. It’s a creative form of relationship management, designed to hold your customer’s hand, ensuring every need is met, every deadline is reached, and even educating them on some of the features of your business they may have missed. This level of personalization is going to make your client feel like you absolutely understand their needs and have made them a priority. And, it’s a great way to mitigate any issues, questions and concerns before they become actual problems.
Last, make sure you build a consistent and structured process for your clients to go through with some magic “wow” dust sprinkled in for added effect. Processes create flow and consistency in your client’s touchpoints through the sales and onboarding phases, problem identification/solution phases, and product/service delivery phases. This consistency creates an experience where your client knows what to expect, and your team knows what to deliver. Equipping your team to create some additional ‘experience love’ through these phases will ensure that “wow” you’re hoping to provide your client.
Delighting your customer is critical if you want to set yourself apart from your competition. Launch Point helps businesses identify where their biggest wow factors are, while streamlining and optimizing workflows, process, and overall experience. If you’re ready to retire the duct tape and create your company’s most ideal client experience, contact us today.