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Company Success: It's All About The Experience


“One customer well taken care of could be more valuable than $10,000 worth of advertising.”
— Jim Rohn

 

Lasting Impressions


Positive lasting impressions are just as important as positive first impressions; they communicate the value you place on your customers/clients.


Your customer/client experience leaves a deep, lasting impression, so much so that it determines whether they’ll remain with you or look for another company that will meet their needs.


Never underestimate the influence of your client’s perception of how well your organization addresses their concerns.


Every visit either enhances or diminishes the probability of a long-term relationship.  Every point of contact should strengthen your client's appreciation for your services.  Assess how well you,

  • Prioritize strengthening relational respect

  • Consistently provide quality assurance

  • Display a friendly, positive mental attitude

  • Demonstrate honesty and transparency when mistakes are made

  • Consistently practice clear communication

 

Providing The Personal Touch


It is a given that your customer/client base is drawn to the experience your organization provides. Being consistent in strengthening those relationships is an art that includes,

  • Identifying your target customers,

  • Providing high value

  • Excellent customer service

  • Quality assurance

  • Pleasant, inviting, and comfortable décor

  • Remember Names and Preferences

 

A Datatrics blog entry addresses the question,


How does personalization impact customer experience?


“If you adopt marketing automation and personalization tools, you can create the ideal experience for your customer. By collecting, analyzing, and using extensive customer data, you can automatically tailor the customer experience to each individual. And, with predictive modeling and lead scoring, you can increase revenue too.


Receiving anything from specific email campaigns to automatic product recommendations across multiple channels and devices, your customers will greatly appreciate this personalization: it will make your company stand out in their minds. Thanks to the positive experience they have with you, they will grow more invested in your brand.” (1)

 

Two non-negotiables


1. Don’t keep your clients waiting!


I don’t mind waiting occasionally; however, I believe it to be rude when it becomes a regular occurrence with any business relationship. Having a sound working system in place keeps clients' wait times at a minimum.


Answering phones and having a customer service rep address clients' concerns adequately goes a long way in strengthening and maintaining good customer/client relationships.


Jim Stengel aptly states, “What we really need is a mindset shift that will make us relevant to today’s consumers, a mindset shift from telling to selling to building relationships.”


2. Always be respectful


Nothing communicates respect like consistently adding value to clients. It shows your appreciation for them. Nothing is worse than giving your client a reason for feeling ignored. Sometimes extended waits are experienced, and whenever they occur, it is always a good idea to show respect for your client and their time by having someone come and speak to them politely, providing a valid reason for the delay. 

 

In Closing,

“Service, in short, is not what you do, but who you are. It is a way of living that you need to bring to everything you do if you are to bring it to your customer interactions.”
— Betsy Sanders, Author Fabled Service.

 

End Notes

(1) Datatrics, “Why is personalization important for the Customer Experience?” https://rb.gy/2gng30



*** This article was authored by John Picarello, Chief Leadership Officer at Lions Pride Leadership Co.***

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