Often when I say “client experience,” I am returned with bored faces who assume I am talking about customer experience and customer satisfaction. We all have flashbacks to receive idle-faces handing us a receipt and robotically saying, “if you go online, you can fill out a survey and tell us how we did today. If you do, we will give you 10% off your next purchase.” I get it. Customer experience hasn’t always gotten the best or most exciting rep. I plan to change that.
You want to know what makes someone a one-time client vs someone who signs on for a recurring retainer? Experience. You want to know what makes your client acquisition cost dramatically decrease so you can stretch your marketing dollars and increase profit? Experience. Do you want to know what turns customers into advocates and refers you to their friends? Experience.
People really care how they’re treated especially after they’ve opened their wallet. They should! I sure do! When you can ace a client experience by going above an beyond, ensuring your client feels heard and supported, reducing friction along their journey, you set your business up for scalable success. The alternative is to burden your client with clicking around different platforms to correspond with you (email, DM, your booking software, your work review platform, and on and on) and leaving them feeling scattered.
Picture this: we want all our clients to feel like they came into our restaurant hungry (that’s their problem) and we’re not only going to feed them, we’re going to give them the best meal of their lives.
That restaurant probably doesn’t have to rely on inner-city ads for people to know who they are. Why? Because the people talk about “that great new place on the corner with the delicious food” FOR. FREE. You want your experience to be so strong that your clients are in their communities talking about how you served them with others. In fact, I bet if you were to open one of the communities you regularly use, you won’t have to scroll far before you see people recommending a service provider or brand that they loved working with.
Now I know someone is hearing this and thinking.. uh wait. I don’t want to spend all my time going above and beyond and they’re still not happy or pushing into my margins. I get it. Experience doesn’t mean it has to be at a cost to you. Client experience is about your consideration for your client, not how much you spend on them over the course of the project.
I’m going to share with you 3 ways that you can improve your client experience starting today by leveraging your current work systems and alleviating common friction points.
This should help you get started with flipping the lens and seeing how you can position yourself as highly convenient and valuable for your client to improve their experience. As always, if you have a quick question, you can DM me on Instagram @nigermany.
I'm a Dallas based, millennial mama and I help entrepreneurs get a seat at the table of their dreams.
I have always loved being behind a computer screen, making magical digital experiences. In fact, I have had the privilege of making what I love my full time ambition and leading luxury brands through digital transformation for over 13 years.