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What is Client Experience ??
Client Experience is the overall perception that your clients have with your business throughout all aspects of their interactions. A premium client experience promotes loyalty, helps you retain clients, and encourages brand advocacy. " Every interaction with a company has an emotional impact on clients - good, bad or indifferent " In order to create an impactful experience that will blow your clients mind, you must continually work to ensure that their overall experience with your business is consistent and valuable. This will make them want to do business with you again or refer their friends and family at every chance they get. Think about the last time you had a great experience as a Client - remember how this experience left you feeling?! Thats the same feeling you want to deliver to your clients.
So how can you deliver this BOLD experience and/or make improvements to your current processes? Keep scrolling for the juicy deets....
Remember that your client's experience begins when they are introduced to your business - The Inquiry Stage
First off, make sure your business is showing off well! Your initial inquiry process should be quick, clear, and cohesive. Your clients should be able to navigate easily to your website, inquire about your services, and receive prompt responses.
Communicate Often and clearly
Your clients will feel more valued and comfortable when they understand what is expected of them and what they can expect from you. For example, have a series of emails that you will use for onboarding clients, nurturing, weekly project updates, and bi-weekly check-in calls/meetings.
Invest in a project management system
Finding ways to automate manage your client projects in your business can really give you the opportunity to also give your clients another great experience.
You can create a series of emails for new clients, walk them through pre-session tasks or even provide automated check-ins at certain intervals.
Incorporate the use of client management systems to increase efficiency and consistency
Automation + Consistency = Winning
A client management software can be very life-changing for you. They can assist you with tracking and managing everything from signing new clients to invoicing and following up a few months later. Examples of CRMs: Dubsado, Honeybook, or 17hats. You can also write your canned email templates/correspondences in a way that feels personal, conversational and they will never know it's automated.😉
Delivering a premium client experience should be at the core of your business and in order to position your business to seamlessly attract & retain your dream clients, you need to invest in a Client Relationship Management (CRM) System and/or a Operations Expert that will deliver a premium experience at every touchpoint.
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