If you can’t remember the last time someone raved about your business, it may be time to dig into your Client Experience. Whether you own a business or work for someone, it’s no secret that to be successful, you need customers. But customer loyalty is more than having a great product or service, it’s offering an experience that is top notch, prompting customers to return again and again.
As small business owners ourselves, we know it’s easy to get caught up in the day to day of running your company, there is a lot of ground to cover and most believe if we hire the right people, our client experience will be amazing. The problem is, simply hiring the right people doesn’t automatically make that happen, and you don’t have time to sit in on every client interaction. That’s why, with your team in place, you need a client experience plan, then you’ll want to train your team to execute. When your entire organization, whether it’s 3 people or 300, are focused on the same target or bullseye, you take out the guess work and you all execute the same plan. All the sudden, amazing things happen for your clients, your employees and ultimately your business.
Bottom line for your business, research suggests that customers who have a very good experience, are three and a half times more likely to make additional purchases than if they have a very poor experience. And if someone has a bad experience, 30% of them tell the company, 50% tell their friends, 15% provide feedback on a ratings site and 14% tweet about it. One bad review won’t kill your business but if it happens often enough, it will cut into your profits.
With expectations set for your employees, they not only know what’s expected of them they know what they should to do for customers, and that’s where the magic can happen. We’ve seen an energy created within employees, they are excited about their work, and that shows in how they treat the customer and how the customer experiences your business.
If you believe your business has room to grow but aren’t sure where to start in building out a Client Experience plan, you are certainly not alone, but you are in luck! One way we are celebrating our 2nd anniversary at Lead to Inspire is by launching an e-guide, a simple 10-step plan to help business owners create RAVING FANS through client experience! Find your step by step e-guide right here on our site. Our plan will walk you through exactly what you should do to create and implement your Client Experience plan. What do you have to lose? We can’t wait to hear your successes!